Technical Support Engineer

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

As a Technical support Engineer, hybrid cloud, You will utilize your passion for helping others to ensure that our Users and Enterprises are successful in their use of DataStax products and solutions. This is a continuous learning and teaching role where you will develop and share your knowledge of troubleshooting, configuration, and exciting new technologies inclusive of and complementary to Apache Cassandra, DataStax Enterprise, and Astra.

What You'll Do

• Research, reproduce, troubleshoot, and solve highly challenging technical issues for our enterprise customers on various product offerings, including NoSQL DBs, SaaS and GenAI.
• Provide thoughtful direction and support for technical inquiries, ensuring customer issues are resolved as expediently as possible.
• Diagnose and reproduce customer-reported issues and accurately log them in JIRA.
• Participate in an on-call rotation for after-hours, holiday, and weekend support coverage.
• Document known solutions to the internal and external knowledge base
• Collaborate and contribute to the development and improvement of Support Team infrastructure tools and processes.
  
  

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• Over 4+ years of proven experience supporting large enterprise customers in customer-facing roles such as support engineer, application developer, database administrator, or Site Reliability Engineer (SRE).
• Strong understanding of Java, Python, and/or Go, including the ability to read error codes, debug, and troubleshoot issues by diving into application code.
• Expert-level Linux skills, encompassing command-line navigation, diagnostic tools, and the ability to identify and resolve hardware or Linux environment bottlenecks, along with best practices for optimization.
• Deep networking skills, including the ability to effectively troubleshoot network issues and proficiency with relevant diagnostic tools.
• Exceptional verbal and written communication skills.
• Collaborative and self-motivated, with the ability to multi-task effectively and thrive during high-pressure situations.
• Experience with Support Ticketing Systems.
• Experience supporting Kubernetes-based distributed applications, or an understanding of Kubernetes fundamentals
• Experience with Java Virtual Machine (JVM) tuning , knowing its lifecycle and troubleshooting.
• Proficiency with cloud monitoring tools AWS/GCP or Azure, including setting up networking and Access Control Lists (ACLs).
• Experience in designing and optimizing highly available systems, including knowledge of how resource distribution across logical nodes and infrastructure components—both on-premise and in cloud environments—impacts service resilience and uptime.
  
  

Preferred Technical And Professional Experience

• Basic understanding of Kubernetes and its core components as they relate to managing containerized applications, including familiarity with reviewing logs for troubleshooting, monitoring service health, and understanding basic networking concepts within Kubernetes clusters. Exposure to supporting distributed database systems in such environments is a plus.
• Experience with Apache Cassandra or DataStax Enterprise.
• Experience with and knowledge of monitoring technologies such as Prometheus and Grafana.
• Experience supporting Apache Pulsar, Apache Kafka, or similar messaging/streaming technologies.