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Introduction

At IBM Software, we transform client challenges into solutions. Building the world’s leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration. You’ll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM’s product and technology landscape. Here, you’ll have the tools and opportunities to advance your career while creating software that changes the world.

Your role and responsibilities

We offer a One-stop Generative AI Stack with everything needed for a faster, easier, path to production for relevant and responsive GenAI apps.

Generative AI has changed everything and this is the moment for you to act!

Are you passionate about Gen AI, data and shaping the future? Do you want to help the leading developers and enterprises deliver the experiences that will change lives? Are you energized by solving hard problems with smart people while having fun?

We’re looking for sharp, innovative individuals to join us in serving our customers. If you're excited about making a valuable and real impact in the world of data and AI - reach out and join us!

Hybrid Cloud Support Engineer

As a Hybrid Cloud Support Engineer, 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 will do:

* Research, reproduce, troubleshoot, and solve highly challenging technical issues

* Provide thoughtful direction and support for technical inquiries

* Ensure that customer issues are resolved as expediently as possible

* Diagnose and reproduce customer reported issues and log JIRA tickets

* Participate in on-call rotation for after-hours, holiday, weekend support coverage

* Create code samples, tutorials, and articles for the DataStax Knowledge Base

* Collaborate and contribute to Support Team infrastructure tools and processes

* Fulfill the on-call rotation requirements of this role

Required technical and professional expertise

* 4+ years of experience supporting large enterprise customers in a customer-facing support role

* Experience with supporting a Software as a Service Cloud product

* Experience with Grafana, Prometheus, Splunk, Datadog and other monitoring solutions

* Experience supporting Kubernetes-based distributed applications, or an understanding of Kubernetes fundamentals

* Experience with pub-sub, messaging and streaming solutions like Pulsar, Kafka

* Experience using APIs and understanding app development lifecycle with a language or framework based on Java, Python or Go would be preferred

* Experience/certifications with AWS/GCP/Azure deployments and associated cloud based monitoring tools would be preferred

* Experience with Linux operating systems, including command line, performance, and network troubleshooting

* Excellent verbal and written communication skills

* Lifetime learner, self-motivated with ability to multi-task during high pressure situations

Preferred technical and professional experience

* Supporting Apache Cassandra environments or other relational and/or alternative database technologies is a plus

* Understanding of Java, Python, Go and/or another language (Troubleshooting skills)

* Experience with escalation management and customer success or premium support

* Experience working in a fast-moving high-pressure environment

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.