Detalle de la Oferta

Descripción de la Oferta

Introducción

Instana's Support Engineers take pride in helping customers by solving problems and answering questions both large and small. Support Engineers develop a mastery of Instana and use that knowledge to enable customers to overcome problems while sharing best practices. This important role is a hub within the company. Support Engineers take questions, issues, and feedback from users and work with Solution Architects, Product Management and Engineering to continuously improve Instana's solution. Additionally, Support Engineers are encouraged and provided the opportunity to hone their technical skills and deepen their knowledge.

Su función y responsabilidades

Areas Of Responsibility Include
- Engage on cases effectively in a timely manner working as part of a Global 24X7 team.
- Work closely with Engineering and Operations on resolving escalated cases
- Educate customers to help them become Instana experts
- Write knowledge base articles based on customer questions
- Develop and maintain strong customer relationships
- Provide technical engineering support, as part of our Technical Support Team, in order to resolve customer issues by performing diagnostics, performance optimization, incident analysis, solution/partner recommendations, and product knowledge transfer

Educación requerida

Licenciatura

Experiencia profesional y técnica requerida

Bachelor's Degree in Engineering ElectricalComputer SystemsSoftware Engineering or Science.
- English Fluent verbal and written
- Knowledge in at least one of the following virtualization and containers: Docker, Kubernetes, Openshift
- Customer Facing Technical Support Role - at least 3 years
- 1 year working experience with Observability tools
- Hands-on experience with Linux operating systems
- Excellent customer facing and communication skills
- Previous experience in a customer facing technical support role
- Ability to diagnose and troubleshoot technical issues
- Ability to provide step by step technical help both written and verbal

Experiencia técnica y profesional preferida

Preferred Qualifications
- Knowledge in cloud infrastructures, Linux, Windows.
- Willingness to learn new skills and technologies.
- Knowledge in one of the following languages : Java, PHP, Python, Ruby, Node.js

Acerca de la Unidad de Negocios

IBM Software es la unidad de negocio que infunsiona inteligencia en las operaciones comerciales, desde el aprendizaje automático hasta la IA generativa, para ayudar a que las organizaciones sean más receptivas, productivas y resilientes. IBM Software ayuda a los clientes a poner la IA en acción ahora para crear valor real con confianza, velocidad y confianza en el trabajo digital, la automatización de TI, la modernización de aplicaciones, la seguridad y la sostenibilidad. Para lograrlo, es esencial aprovechar al máximo todos los datos disponibles, ya que la calidad y eficacia de la inteligencia artificial dependen directamente de los datos que la sustentan. En la mayoría de las organizaciones, los datos se distribuyen en múltiples nubes, en las instalaciones, en centros de datos privados y en el borde.La plataforma de datos e inteligencia artificial de IBM potencia y amplifica el impacto de la IA a través de datos confiables, ofreciendo capacidades avanzadas para entrenar, ajustar y desplegar inteligencia artificial a escala empresarial. Por su parte, la plataforma de nube híbrida de IBM se destaca como una de las soluciones más completas y consistentes, integrando desarrollo, seguridad y operaciones en entornos híbridos. Esta base flexible permite aprovechar los datos, sin importar dónde se encuentren, e incorporar la inteligencia artificial de manera profunda y estratégica en toda la organización.

SU VIDA @ 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

Educación Superior