Job Information
IBM Senior Support Engineer in LOWELL, Massachusetts
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 [1] 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.
References
Visible links
- https://kubecost.com/
Your role and responsibilities
This role provides a blend of customer-facing problem solving and engineering. Specifically, you will have the opportunity to:
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Work directly with customers on their implementation of Kubecost to solve key architecture questions and challenges
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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
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Become a specialist in our product features and troubleshoot them through testing and collaboration with others
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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
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Take the lead on developing and improving our support processes and systems, laying the foundation for a world-class support organization
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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
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:
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Team player mindset that embraces the challenge of solving complex problems with both technical + soft skills
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Experience with Kubernetes, comfort with related terminology, and an eagerness to learn more
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High degree of personal responsibility and responsiveness, with a proactive, flexible, and solution-oriented approach
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Demonstrable clarity of thought and the ability to independently navigate ambiguous situations and achieve results
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Availability during our support hours (currently 9am-8pm Eastern Time)
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Experience with at least one of the main cloud providers (AWS, GCP or Azure)
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Experience with or a general understanding of the following projects: Helm, Prometheus, Thanos, Grafana, Rancher, CoreOS, Docker, DuckDB and ability to quickly learn
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Outstanding written and verbal communication skills, professional and friendly demeanor, and comfort interacting with customers via email, Slack, phone, and video