Cloud Support Engineer - Kubernetes

Introduction
The IBM Cloud team supports clients who deliver mission critical processes and leverage the latest innovations in the Cloud catalogue. The team supports a combination of Public, Hybrid, and Multicloud clients who are utilizing the flexibility of IBM Cloud to build and run their business anywhere. IBM Cloud allows deployment on multiple clouds (IBM, AWS, Azure or Google) and systems (IBM Z®, IBM Power® or x86). Public cloud with industry-specific requirements and Watsonx.

Your Role and Responsibilities
As a Kubernetes Support Engineer you will assist customers on questions and problems relating to their cloud deployments. You will be involved in reviewing diagnostic information, troubleshooting, problem recreation and debugging complex product issues to determine course of action and/or solutions. You will work in close collaboration with team members, development, and other teams to resolve complex issues and provide the best possible customer experience.

Key responsibilities:
Analyze complex problems in a disciplined manner and clearly communicate solutions and workarounds to customers
Serve as the primary technical interface, coordinating customers and/or IBM representatives using problem determination and technical analytical skills Responsible for writing knowledge articles, performing causal analysis, contributing to service metrics, and focusing on defect prevention activities resulting in high customer satisfaction results
Provide recommendations for improvements to existing technical support tools, procedures, and processes

This position requires working on shifts rotation and onsite 3 days per week at our Mulhuddart location in Dublin.

Required Technical and Professional Expertise

• Demonstrated track record of success in providing technical support, emphasizing a focus on customer satisfaction.
• Proven experience in Linux and Openshift (Red Hat technologies), Kubernetes, Networking concepts
• Hands-on experience in Managing Client expectations/ Satisfaction and Problem Determination/ Resolution
• Fluency in English (both verbal and written)

Preferred Technical and Professional Expertise

• Specialized experience in Terraform or Ansible scripting Knowledge of container technology and Kubernetes
• Network diagnostic skills using utilities like dig, traceroute, mtr and others