NS1-Technical Support Professional

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
This is a customer facing software support role. The majority of your day-to-day will be comprised of the front-line systems support type work that should be very familiar to you. When you’re not actively engaging with customers you’ll have time to step back and develop tools and processes that will keep the Support team operating efficiently. Overall if you enjoy triaging tickets with engineers communicating complex solutions assisting CSMs in customer migrations and inspiring your colleagues through your resourcefulness this is the job for you!
Excelling in this position requires having broad knowledge of the many technologies that comprise modern Web Scale applications and being able to offer constructive advice for customer implementations as well as internal improvements. You’ll take responsibility for front-line support and your daily work will have an immediate company-wide impact.

Responsibilities will include:
● Triage and troubleshoot Support tickets for both DNS and DDI products.
● Participate in 24/7 weekend support on a rotating basis.
● Engage in video calls with customers for migrations training and troubleshooting.
● Refine the support process and documenting learnings in the internal knowledge base
● Collaborate with Product Engineering and Operations teams on customer facing issues and feature requests.

Required Technical and Professional Expertise
● Strong understanding of DNS
● Excellent Linux/Unix network and firewall knowledge
● Experience with Docker administration and orchestration methodologies
● Strong programming skills (Python Javascript Go etc).
● Familiarity with shell scripting JSON APIs
● Familiarity and high level of comfort with managing distributed systems
● Prior exposure to containerized architecture and common virtualization platforms (eg. VMWare)
● Experience in customer facing/troubleshooting roles
● Excellent communication skills (written and verbal)

Preferred Technical and Professional Expertise
● One or more commercial DDI solutions
● Layer 4-7 load balancing
● Ansible or other config management software
● Tools in a current DevOps toolkit
● Cloud infrastructure (AWS GCP Azure)