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IBM Storage Support Engineer Cloud Products - US Shift 
Bulgaria, Sofia 
298476151

29.08.2024


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