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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 let's talk.

Your role and responsibilities

• Provide remote technical support and troubleshooting assistance for IBM Spectrum Storage Software products, including Storage Scale and Storage Scale System.

• Analyze complex technical issues involving Linux operating systems, Storage Scale( GPFS), storage architecture, and network integration.

• Review and interpret diagnostic data, including logs, traces, and dumps, to identify the root cause of customer-reported problems.

• Collaborate with development and cross-functional teams to identify known defects, deliver fixes, and ensure timely resolution of customer issues.

• Assist customers with usage, configuration, and performance optimization of IBM storage solutions in heterogeneous environments.

• Contribute to knowledge base content by developing best practice articles, scripts, and support utilities to enhance support quality and efficiency.

• Handle customer escalations with professionalism, ensuring clear communication and end-to-end ownership until issue resolution.

• Work in a global, virtual team environment, engaging with IBM experts and customers across multiple geographies and time zones.

• Participate in a 24x7 support model, including weekend on-call coverage and shift flexibility to support North America working hours .

Required education

Technical Diploma

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Bachelor’s degree/Technical Diploma in Information Technology, Computer Science, or a related field.

• 3–5 years of experience in Linux/UNIX System Administration and Network Administration.

• Hands-on experience in Software Support and troubleshooting complex technical environments.

• Working knowledge of file sharing protocols such as NFS, CIFS/SMB, iSCSI, and S3 Object Storage.

• Experience with IBM Storage Scale (Spectrum Scale) or similar enterprise storage solutions.

• Familiarity with automation and container technologies such as Red Hat, OpenShift, or Ansible.

• Strong analytical and problem-solving skills, with attention to detail and accuracy.

• Excellent communication and presentation skills, with fluency in English (verbal and written).

• Proven ability to collaborate effectively within a team, maintain a customer-focused approach, and deliver results under pressure.

Preferred technical and professional experience

Strong understanding of network file sharing protocols, including:

• NFS (Network File System) – familiarity with versions (v3, v4, v4.1), export configurations, and access control mechanisms.
• CIFS/SMB (Common Internet File System / Server Message Block) – hands-on experience with setup, interoperability, and troubleshooting access or permission issues.

Working knowledge of block and object storage protocols, such as:

• iSCSI – understanding of initiator/target configuration, LUN mapping, and multipathing.
• Fibre Channel (FC) – knowledge of SAN concepts, zoning, and LUN masking.
• NVMe over Fabrics (NVMe-oF) – awareness of emerging storage transport technologies using RDMA or TCP.
• S3 Object Storage – understanding of REST API operations, bucket configurations, and policy-based management.

Experience with storage platforms and solutions such as IBM Storage Scale (Spectrum Scale), Spectrum Fusion, Spectrum Insight, or Elastic Storage Server (ESS).

• Minimum 1–2 years of hands-on experience with one or more of these technologies.

Exposure to Red Hat Enterprise Linux (RHEL), OpenShift, or Ansible Automation for system deployment, configuration management, and orchestration.

Ability to troubleshoot storage connectivity, performance, and access issues across multi-protocol and hybrid environments.

Understanding of multiprotocol storage integration (NFS, SMB/CIFS, and Object) and their coexistence in enterprise environments.

Familiarity with authentication and identity services such as LDAP, Kerberos, and Active Directory for secure access management.

Knowledge of data management features like snapshots, replication, quota management, and tiering across storage platforms.

Strong grasp of networking fundamentals relevant to storage – TCP/IP, routing, VLANs, MTU sizing, and latency considerations.

Excellent analytical and troubleshooting skills, with the ability to work in fast-paced, cross-functional support or engineering environments.