Seeking new possibilities and always staying curious, we are a team dedicated to creating the world’s leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.

IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

Your role and responsibilities

As a Hybrid Cloud Support Engineer, you will utilize your passion for helping others to ensure that our Users and Enterprises are successful in their use of DataStax products and solutions. This is a continuous learning and teaching role where you will develop and share your knowledge of troubleshooting, configuration, and exciting new technologies, inclusive of and complementary to Apache Cassandra, DataStax Enterprise, and Astra.

What will you do:

● Research, reproduce, troubleshoot, and solve highly challenging technical issues

● Provide thoughtful direction and support for technical inquiries

● Ensure that customer issues are resolved as expediently as possible

● Diagnose and reproduce customer-reported issues and log JIRA tickets

● Participate in on-call rotation for after-hours, holiday, and weekend support coverage

● Create code samples, tutorials, and articles for the DataStax Knowledge Base

● Collaborate and contribute to the Support Team infrastructure tools and processes

● Fulfill the on-call rotation requirements of this role

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

● 4-6 years of experience supporting large enterprise customers in a customer-facing support role

● Experience with supporting a Software as a Service Cloud product

● Experience with Grafana, Prometheus, Splunk, Datadog, and other monitoring solutions

● Experience supporting Kubernetes-based distributed applications, or an understanding of Kubernetes fundamentals

● Experience with pub-sub, messaging, and streaming solutions like Pulsar, Kafka

● Experience using APIs and understanding the app development lifecycle with a language or framework based on Java, Python, or Go would be preferred

● Experience/certifications with AWS/GCP/Azure deployments and associated cloud-based monitoring tools would be preferred

● Experience with Linux operating systems, including command line, performance, and network troubleshooting

● Excellent verbal and written communication skills

● Lifetime learner, self-motivated with the ability to multitask during high-pressure situations

● Proficiency in English

Preferred technical and professional experience

● Supporting Apache Cassandra environments or other relational and/or alternative database technologies is a plus

● Understanding of Java, Python, Go and/or another language (Troubleshooting skills)

● Experience with escalation management and customer success or premium support

● Experience working in a fast-moving, high-pressure environment

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.

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