Remote Technical Support Engineer- Spectrum Scale Software

Introduction
At IBM work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so lets talk.

Your Role and Responsibilities
The IBM Spectrum Storage Software and Hardware Support team is supporting complex integrated storage products end to end including Spectrum Scale Spectrum Fusion Spectrum Insight Elastic Storage Server.
Our team doesn’t stop at the traditional boundaries of component level product support. We are the single interface to our clients to address their storage solution problems regardless if these are software or hardware related. Our Team working with counterparts in Americas Group and Asia Pacific provide coverage for our clients via a Follow-The-Sun (FTS) support model. Together we have a world-class team supporting leading-edge technologies to propel you into a future that you create.
This position involves working with our customers remotely which are some of the world’s top research health care and technology providers. We interface with development Subject Matter Experts (SMEs) client care Sales Offering Management and other internal/external teams to resolve client product issues and improve overall Product Quality.
You must be able to assist with advanced hardware operating systems (Linux) Spectrum Scale Distributed Files System Storage and network integration issues. Since our product line is centered around software defined storage we require individuals who wish to be challenged technically and feel comfortable working in an unstructured environment creating resolutions to problems as they arise.

Responsibilities:

• Provide troubleshooting and analysis assistance for usage and configuration questions
• Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps)
• Identify known defects and fixes to resolve problems
• Develops DCF articles and support utilities to improve support quality and productivity
• Respond to escalated customer calls complaints questions and queries

The job might require working in stand-by mode providing on-call coverage.

What we offer:

• Company-paid training and certifications
• Access to fully functional lab facility for education purposes and problem recreation
• Work in a team with leading specialists
• Competitive remuneration package
• Diverse job role structure giving opportunities for growth within the team
• Hybrid working model with flexibility to work from home on a regular basis once fully trained and demonstrated competency
• Recognition awards
• Additional health coverage

Required Technical and Professional Expertise

• Experience in Linux or UNIX Systems Administration and Network Administration
• Basic understanding of server hardware components
• Eagerness to learn and expand technical competencies
• Customer-first mindset with excellent interpersonal and communication skills
• Ability to work in a high pressure dynamic situations with a large degree of autonomy
• Fluency in English – both verbal and written

Preferred Technical and Professional Expertise

• Experience with Spectrum Scale Spectrum Fusion Spectrum Insight or ESS
• Experience with RedHat Openshift or Ansible
• Experience with Object Storage and Cloud Storage
• Experience with SW and HW Support