Technical Support Professional

Avature; Palo Alto (CA); Remote; USD 111,000 - 191,000; Full time

Job summary

Avature is seeking a Technical Support Professional to enhance customer support experience for products like Ceph and Open Shift Data Foundation. The role involves collaborating with developers, solving customer issues, and sharing knowledge within a remote team environment to deliver top quality service.

Benefits

Healthcare benefits

401(k) and employee stock purchase plan

Generous paid time off

Training and educational resources

Qualifications

• Bachelor's Degree required; Master's preferred.
• Experience in technical support roles with Linux and Kubernetes.
• Strong problem-solving, collaborative skills.

Responsibilities

• Respond to service requests within designated SLA.
• Develop solutions and collaborate with engineers.
• Provide outstanding customer support and maintain knowledgebase.

Skills

Advanced troubleshooting and debugging skills

Collaboration and teamwork

Knowledge of Ceph/Openshift/Kubernetes technologies

Problem-solving

Education

Bachelor's Degree

Master's Degree

Job description

The IBM Technical Support team is adding a support engineer with a background in Linux storage system administration and/or Kubernetes to join us in a remote position. In this role, you will deliver outstanding customer support experience for our Ceph and Open Shift Data Foundation products by providing technical support and sustaining engineering services to enterprise customers. You will be supporting our customers through support incidents, product documentation issues, security issues and updates, upgrade issues/questions and general product and use case queries.

Your role and responsibilities

You will work to support our customers by responding to service requests within the designated service-level agreement. You will collaborate with engineers and developers to develop creative solutions for customers, including product fixes.
You will share your knowledge gained from troubleshooting issues by contributing to the knowledgebase and the team; present troubleshooting instructions and solutions to other support engineers and within the storage product.
Work to exceed customer expectations by providing outstanding customer service and ensure that regular updates are provided to ensure the customer is satisfied with the support received.
Investigate and troubleshoot issues while developing solutions for our customers while understanding their business needs.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

• Experience working as a support, sustaining or development engineer or directly related experience.
• Advancedtroubleshooting and debugging skills, with a passion for problem solving andinvestigation.
• Must be able to work and collaborate in a team setting and look to share knowledge with peers.
• Experience working with Ceph/Openshift/Kubernetes technologies

Preferred technical and professional experience

• Experience working as a support, sustaining or development engineer or directly related experience.
• Experience working with Ceph/Openshift/Kubernetes technologies

ABOUT BUSINESS UNIT

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future.Join us to help build our leading-edge technology portfoliodesigned for cognitive business and optimized for cloud computing.

YOUR LIFE @ 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 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 IBM

IBM’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.

IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
• Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
• Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
• Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

Job Title

Technical Support Professional

Date posted

02-Jun-2025

Job ID

36942

City / Township / Village

RESEARCH TRIANGLE PARK

State / Province

North Carolina

Country

United States

Work arrangement

Onsite

Area of work

Infrastructure & Technology

Employment type

Regular

Contract type

Regular

Projected Minimum Salary per year

111,000.00

Projected Maximum Salary per year

191,000.00

Position type

Professional

No Travel

Company

(0147) International Business Machines Corporation

Shift

General (daytime)

Is this role a commissionable/sales incentive based position?