NS1-Technical Support Professional

at  IBM

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)

About Business UnitIBM 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 @ IBMIn 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 IBMIBM’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.
Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM is committed to creating a diverse environment and 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

• 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