SaaS Technical Support Engineer - NS1 Connect Support

at  IBM

Introduction
A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into solutions.
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
The majority of your 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 Customer Success team operating efficiently. Overall if you enjoy triaging tickets with engineers, communicating complex solutions, assisting CSMs in customer inqueries this job is for you.
You will be in an on-call rotation with other members of the technical support team for the NS1 Connect DNS product. You will become an expert in both DNS settings and configurations and the NS1 Connect platform. Our team prioritizes efficiency, responsiveness, accuracy and above all, customer satisfaction.
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
Participate in 24/7 weekend support on a rotating basis.
Engage in video calls with customers for migrations, training and troubleshooting.
Become an expert user of NS1’s product suite
Contribute to internal knowledgebase and internal support team tools
Handle CS responsibilities for internal incident management
Collaborate with Product, Engineering and Operations teams on customer facing issues and feature requests.

Required Technical and Professional Expertise

• Linux/Unix, network, and firewall knowledge
• Basic programming, shell and API knowledge
• Basic SQL skills
• Basic understanding of DNS
• Experience in customer facing/troubleshooting roles
• Excellent communication skills (written and verbal)
• Familiarity with managing distributed systems
• This role is from Monday to Friday and the schedule is from 12pm-8pm ET plus weekends on rotation - 1 weekend per month. 8am-8pm Sat and 8am-8pm Sunday. Weekend oncall only
• Fluent English

Preferred Technical and Professional Expertise
Critical Incident management experience
Knowledge of Ansible or other config management software
Computer Science, Math, Science or other technical degree
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

Please refer the Job description for details