IBM ACS-Support Engineer-PaaS Corec 

India, Karnataka, Bengaluru 

25334119

Key tasks include:

• Specializing in analyzing complex problems in a disciplined manner and clearly communicates solutions and workarounds to customers.
• Providing technical support assistance directly to customers and/or IBM representatives using problem determination and technical analytical skills.
• Responsible for writing knowledge articles, performing causal analysis, contributing to service metrics, and focusing on defect prevention activities resulting in high customer satisfaction results.
• Providing recommendations for improvements to existing technical support tools, procedures, and processes.
• Contributing relevant and timely content to improve client self-sufficiency.
• Contributing to department attainment of organizational objectives and high customer satisfaction.
• Being available to be on-call on a rotating basis throughout the year

Required Technical and Professional Expertise

• Passion for customer care and customer satisfaction.
• Previous experience in a customer facing technical support role is required.
• A successful track record in developing and managing customer relationships.
• Strong communication and soft skills
• At least 1 year experience in Linux and Openshift (Red Hat technologies)
• At least 1 year experience in Kubernetes
• At least 1 year experience in Networking concepts
• At least 1 year experience in Managing Client Expectations/Satisfaction
• At least 1 year experience in Problem Determination/Resolution
• English: Fluent
• Brazilian Portuguese: Fluent

Preferred Technical and Professional Expertise

• Experience in Severless computing
• Experience in Terraform or Ansible scripting
• Identity access management or Role based access controls knowledge
• At least 3 years of experience in Managing Client Expectations/Satisfaction
• At least 3 years of experience in Problem Determination/Resolution
• Network diagnostic skills using utilities like dig, traceroute, mtr and others
• Analytical with good attention to detail and excellent follow-through.
• Knowledge of container technology and Kubernetes container orchestration
• Knowledge of Cloud Foundry and/or PaaS