Your Role and Responsibilities
To support the continued growth of IBM Cloud, we are looking to hire two experienced engineers in IBM Cloud Advanced Customer Support. One for our AppDev and one for our Database team. As engineer in Support, you provide technical support to clients of our IaaS and PaaS based offerings and services.

You are curious to understand technical issues and have a strong technical background. You have a passion for helping customers with a determination to improving their overall experience. You love working with your colleagues, clients and management to meet the needs of customers and the business. In IBM Cloud Advanced Customer Support, you join a dynamic and growing organization where you will delight clients and develop your expertise and career.

Your responsibilities include:

• Understand, diagnose, investigate and resolve issues reported by our customers to their satisfaction
• Communicate effectively with customers via ticket, chat and phone
• Document your work to the required level of detail
• Continuously learn and improve your skills in areas relevant to your work

General Requirements:

• Working directly with customers
• Good written and oral communication skills in English
• Good knowledge in troubleshooting complex technical issues in a structured way
• Good knowledge and/or some experience with some team specific technology subjects listed below
• Knowledge of basic networking and network troubleshooting

Specific requirements for AppDev
Knowledge on Cloud Computing, Cloud command-line and Runtimes (eg: SDK for Node.js, Phyton, Java, ASP.NET, etc.)
Automated Delivery Pipeline (Build & Deploy) & DevOps approach
Knowledge on Internet of Things
Knowledge on RESTful API concepts
Knowledge on Blockchain concepts
Knowledge on monitoring tools (sysdig and logdna)

Specific requirements for DB
Knowledge on Cloud Computing
Experience with SQL and noSQL database systems (PostgreSQL, MySQL, DB2, MongoDB, Cloudant)
Experience with reading and manipulating JSON
Optional: Elasticsearch, RabbitMQ

Required Technical and Professional Expertise
Experience working directly with customers.
Good knowledge and/or some experience with some of the team specific technology subjects listed below in prefeered technical expertise
Knowledge of basic networking and network troubleshooting
Good written and oral communication in English
Good knowledge in troubleshooting complex technical issues in a structured way

Preferred Technical and Professional Expertise
Team specific requirements:

APPDEV
Knowledge on Cloud Foundry, Cloud command-line and Runtimes (eg: SDK for Node.js, ASP.NET, …)
Automated Delivery Pipeline (Build & Deploy) & DevOps approach 
Knowledge on Internet of Things
Knowledge on Functions (based on Apache OpenWhisk) and RESTful API conceptsKnowledge on Blockchain concepts
Knowledge on monitoring tools (sysdig and logdna)

COGNITIVE
Cognitive/AI concepts such as Natural Language Processing (NLP), Dialog, Entity/Intent Management, Machine Learning Annotators, Deep QA, Ingestion, Structured/Unstructured Lookups

COMPUTE
Understanding of Computer Hardware systems
Experience with operating systems (Linux, Windows) administration and troubleshooting
Knowledge in server virtualization
Virtual Private Cloud

DATABASE
Experience with SQL (PostgreSQL, MySQL, DB2) no NoSQL (MongoDB, Cloudant) database systems
Experience with reading and manipulating JSON
Optional: Elasticsearch, RabbitMQ