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Senior Support Engineer id-9243

Job Description

Introduction

Join a tight-knit, fast-growing team on the leading edge of cloud infrastructure technology. As a Support Engineer, you'll help us build a scalable, customer-first support process, address customer issues as they come up via all our support channels (email, Slack, Jira, and SalesForce), and influence the direction of our product by tracking and communicating customer needs. We're looking for someone who is as passionate about our product and customers as we are- as a Support Engineer you will have the opportunity to shape the future of our support organization and technology.

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with 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

This role provides a blend of customer-facing problem solving and engineering. Specifically, you will have the opportunity to:
  • Work directly with customers on their implementation of Kubecost to solve key architecture questions and challenges
  • Efficiently and proactively resolve ongoing technical issues for customers, using independent problem-solving skills to track down answers and employing unassailable judgment to escalate tickets where appropriate
  • Become a specialist in our product features and troubleshoot them through testing and collaboration with others
  • Identify areas of improvement for our support ecosystem (ex. documentation, guides, open-source tools, etc.) and write clear, user-friendly documentation to aid our customers
  • Take the lead on developing and improving our support processes and systems, laying the foundation for a world-class support organization
  • Champion the value and benefits of Kubecost to customers and prospects
  • Work directly with the founding team and engineers to influence the product and its roadmap

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  • Contribute code where you see an opportunity


Required education

High School Diploma/GED

Preferred education

Bachelor's Degree

Required technical and professional expertise

This role provides a blend of customer-facing problem solving and engineering. Specifically, you will have the opportunity to:
  • Work directly with customers on their implementation of Kubecost to solve key architecture questions and challenges
  • Efficiently and proactively resolve ongoing technical issues for customers, using independent problem-solving skills to track down answers and employing unassailable judgment to escalate tickets where appropriate
  • Become a specialist in our product features and troubleshoot them through testing and collaboration with others
  • Identify areas of improvement for our support ecosystem (ex. documentation, guides, open-source tools, etc.) and write clear, user-friendly documentation to aid our customers
  • Take the lead on developing and improving our support processes and systems, laying the foundation for a world-class support organization
  • Champion the value and benefits of Kubecost to customers and prospects
  • Work directly with the founding team and engineers to influence the product and its roadmap
  • Contribute code where you see an opportunity


Preferred technical and professional experience

Our ideal candidate has:
  • Team player mindset that embraces the challenge of solving complex problems with both technical + soft skills
  • Experience with Kubernetes, comfort with related terminology, and an eagerness to learn more
  • High degree of personal responsibility and responsiveness, with a proactive, flexible, and solution-oriented approach
  • Demonstrable clarity of thought and the ability to independently navigate ambiguous situations and achieve results
  • Availability during our support hours (currently 9am-8pm Eastern Time)
  • Experience with at least one of the main cloud providers (AWS, GCP or Azure)
  • Experience with or a general understanding of the following projects: Helm, Prometheus, Thanos, Grafana, Rancher, CoreOS, Docker, DuckDB and ability to quickly learn
  • Outstanding written and verbal communication skills, professional and friendly demeanor, and comfort interacting with customers via email, Slack, phone, and video


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.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
  • Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
  • Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
  • Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
  • Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
  • Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences


We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.
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