Your role and responsibilities
Key responsibilities:
- Analyze complex issues in a disciplined manner and clearly communicate solutions and workarounds to customers.
- Serve as the primary technical interface, coordinating customers and/or IBM representatives.
- Provide recommendations for improvements to existing technical support tools, procedures, and processes.
- Monitor system health using observability tools (e.g., Prometheus, Grafana, ELK, etc.).
- Manage infrastructure as code using tools like Terraform.
- Collaborate with SRE and Engineering teams e.g. for knowledge transfer of new services/technologies.
*This position is Monday to Friday with flexibility to work an occasional Saturday or Sunday for holiday coverage*
Required education
Bachelor's Degree
Required technical and professional expertise
- 3+ years of experience working directly with customers.
- 5+ years of experience with Mongo and PostgreSQL experience (e.g. Database Administrator).
- Database administration skills ( e.g. Backup and recovery strategies, Performance tuning and optimization such as Query optimization and indexing).
- Programming/Scripting experience e.g. Terraform/Ansible.
- Strong knowledge of Linux systems and networking fundamentals.
- Excellent problem-solving, debugging, and troubleshooting skills.
- Effective communication and collaboration.
Preferred technical and professional experience
- Database Certifications e.g. IBM DB2, Oracle.
- Solid experience creating technical documentation.
- Excellent problem-solving skills and ability to manage incidents.
