Cloud Integration Technical Support Specialist

hace 1 mes


San Francisco, Heredia, Costa Rica Ibm A tiempo completo
Job Summary

We are seeking a skilled Cloud Integration Technical Support Specialist to join our team. As a Technical Support Professional for IBM Cloud Services, you will provide remote technical support assistance to our clients using problem determination and problem source identification skills.

You will communicate action plans and recommendations to our clients and ensure their satisfaction with the resolution or root cause analysis. You will also flex your programming and technology skills to drive problem resolution using existing and new technical support tools and procedures.

Your responsibilities will include examining source code, providing feedback to development for product improvement, creating test cases, tools, or debug modules for our clients. You will produce coherent knowledge base articles to enable customers to resolve issues without further escalation.

You will work as part of a worldwide team responsible for diagnosing and troubleshooting software problems within the Cloud Integration organization, supporting IBM Aspera.

Required Skills and Experience
  • Strong understanding of container technologies, Kubernetes, cloud skills, and networking protocols
  • Knowledge of Unix and Windows platforms
  • Proficiency in networking skills, such as TCP and UDP
  • Troubleshoot technical issues (networking, web apps, operating system, file system and user management) in the deployment of high-speed file transfer software in an enterprise environment
  • Knowledge of Windows Active Directory/Group Policy, LDAP, SAML, SSO, etc.
  • Scripting skills, such as Unix shell, Windows batch, Perl, Ruby or Python
  • Basic skills in database server (MySQL) administration
  • Communication and customer focus skills - understand customer problems and articulate current status to customers
  • Ability to communicate action plans to the client or IBM representative as appropriate
  • Ability to recommend and implement new or improvements to existing technical support tools, procedures, and processes
Preferred Skills and Experience

English language skills including read, write and speak

Provide troubleshooting and technical advice for IBM customers

Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed

Applicants must be willing to work on a weekend rotation to lead diagnosis of critical customer outages.



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