Storage Engineer (Cloud Products)

Introduction

The IBM Cloud team supports clients who deliver mission critical processes and leverage the latest innovations in the Cloud catalogue. The team supports a combination of Public, Hybrid, and Multicloud clients who are utilizing the flexibility of IBM Cloud to build and run their business anywhere. IBM Cloud allows deployment on multiple clouds (IBM, AWS, Azure or Google) and systems (IBM Z®, IBM Power® or x86). Public cloud with industry-specific requirements and Watsonx.

At IBM Bulgaria, we make sure that the world continues to operate driven by our latest and greatest technologies, such as System Z, Storage, Power, AIX and many other solutions. In our Client Innovation Center Sofia, the people have the chance to collaborate with the whole world and clients from every corner of it. We already have experts in development, DevOps, QA and Support Engineers.
We also have opportunities in more client-oriented roles, such as Emergency Response Managers, Technical Escalation Managers, and many Project management roles.

Your Role and Responsibilities

We are looking to hire a Storage Support Engineer (Cloud Products) for our IBM Cloud support organization. This role requires excellent technical skills in Cloud and Storage, an eagerness to constantly learn and evolve and a natural curiosity as well as outstanding customer communications skill.

In this challenging role, you’ll be responsible for handling customer cases using multiple debug and analysis tools, techniques, and procedures. You will work closely with our end users to troubleshoot and resolve issues surrounding their cloud-based security products.

Your role and responsibilities:

• Provide technical remote support and troubleshooting via multiple pathways including phone, chat and tickets.
• Assist with problem determination / problem source Identification, define and drive action plans.
• Collaborate with deeper technical skills, other support centers and business units to provide seamless problem resolution.
• This position requires working on shifts rotation.

Required Technical and Professional Expertise:

• At least 3 years of experience in troubleshooting in Cloud computing with focus around Storage
• Intermediate knowledge of OS (Windows, Linux, VMware)
• Strong troubleshooting/analytical skills (log parsing, deep-dive testing, etc)
• Deep understanding in File and Block Storage (iSCSI, NFS, NAS), Object Storage (S3), Various filesystems (NTFS, ext3/4, xfs) and network-based backup solutions (R1soft, Quantastor, Evault, Veeam)
• Fluency in English – both written and verbal.

Preferred Technical and Professional Expertise:

• Certificate related to storage technologies (Object Storage, SAN, NAS or Backup)
• Experience with virtualization products (VMWare, Citrix XenServer, Hyper-V, etc.)
• Knowledge in system administration, Bash/powershell scripting and Linux troubleshooting
• Fluency in one of the following languages: German, French, Italian, Spanish or Portuguese is a plus