Your Role and Responsibilities
Key tasks include:
- Diagnose and troubleshoot issues reported by IBM Cloud customers.
- Effectively communicate with customers and partners via phone, chat and case regarding technical issues.
- Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer’s satisfaction.
- Work with various internal teams, and management to diagnose and resolve critical issues.
- Work with Storage Engineering teams for knowledge transfer of new product/technologies.
- Directly create documentation and provide oversight and peer review of change control documents written by other team members.
This position involves working on evening shifts.
Required Technical and Professional Expertise
- 2 or more years of experience working directly with customers
- 2 or more years of working in the cloud computing industry with a focus around storageand other infrastructure services
Preferred Technical and Professional Expertise
- Industry certifications related to storage technologies such as Object Storage, SAN, NAS,and Backup
- Virtualization products (VMWare, Citrix XenServer, Hyper-V, etc.) and how theyinteract with storage technologies
- Networking concepts (routing, network protocols, firewalls)
- Linux (CentOS/RedHat,Ubuntu/Debian) and Windows Troubleshooting
- Strong troubleshooting/analytical skills (log parsing, deep-dive testing, etc)
- File and Block Storage (iSCSI, NFS, NAS)
- Object Storage (S3)
- Network-based backup solutions (R1soft, Quantastor, Evault, Veeam)
- Various filesystems (NTFS, ext3/4, xfs) and how to interact at/troubleshoot them