Digital Infrastructure Support Specialist

hace 6 días


San Francisco, Heredia, Costa Rica Ibm A tiempo completo

Company Overview

At IBM, work is more than a job - it's a calling: to build, design, code, consult, think along with clients and sell, make markets, invent, collaborate. To attempt things you've never thought possible.

Your Role and Responsibilities

This customer-facing software support role involves front-line systems support type work, familiar to most professionals in this field. When not actively engaging with customers, there's time to develop tools and processes for the Support team's efficient operation.

The responsibilities include:

Triaging and troubleshooting Support tickets for DNS and DDI products.
Participating in 24/7 weekend support on a rotating basis.
Engaging in video calls with customers for migrations, training, and troubleshooting.
R refining the support process and documenting learnings in the internal knowledge base.
Collaborating with Product, Engineering, and Operations teams on customer-facing issues and feature requests.

Required Technical and Professional Expertise

A strong understanding of DNS is essential, alongside excellent Linux/Unix, network, and firewall knowledge. Experience with Docker administration and orchestration methodologies is also required, as well as strong programming skills (Python, Javascript, Go, etc). Familiarity with shell scripting, JSON, APIs, and managing distributed systems is crucial. Prior exposure to containerized architecture and common virtualization platforms (e.g. VMWare) is beneficial. Excellent communication skills (written and verbal) are necessary for success in this role.

Preferred Technical and Professional Expertise

One or more commercial DDI solutions, layer 4-7 load balancing, Ansible or other config management software, and tools in a current DevOps toolkit are highly desirable. Cloud infrastructure experience (AWS, GCP, Azure) is also an advantage.

Becoming an IBMer

As an IBMer, you'll be able to learn and develop yourself and your career. You'll be encouraged to be courageous and experiment every day, all while having continuous trust and support in an environment where everyone can thrive. Our IBMers are growth-minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company.



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