Technical Support Engineer

Company: IBM Computing
Location: Seattle
Posted on: May 24, 2025

Job Description:

IntroductionJoin 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 via all our support channels (email, Slack, Jira, and Salesforce), and influence the product's direction by tracking and communicating customer needs. We're looking for someone passionate about our and customers-this role offers the opportunity to shape our support organization and technology.At IBM, work is more than a job - it's a calling: to build, design, code, consult, think, sell, make markets, invent, and collaborate. 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.This role combines customer-facing problem solving and engineering. Specifically, you will:

• Work directly with customers on Kubecost implementation to solve architecture questions and challenges
• Resolve ongoing technical issues proactively, using independent problem-solving skills and judgment to escalate tickets when needed
• Become a product feature specialist and troubleshoot through testing and collaboration
• Identify and improve support ecosystem components (documentation, guides, open-source tools, etc.) and create clear, user-friendly documentation
• Lead the development and enhancement of support processes and systems to establish a world-class support organization
• Promote the value and benefits of Kubecost to customers and prospects
• Collaborate with the founding team and engineers to influence product development and roadmap
• Contribute code where opportunities ariseYour role and responsibilitiesThis role offers a blend of customer support and engineering tasks, including:

• Working directly with customers on Kubecost implementation challenges
• Proactively resolving technical issues and escalating when appropriate
• Developing expertise in our product features and troubleshooting them
• Improving support documentation and tools
• Enhancing support processes and systems
• Advocating for Kubecost's value to customers and prospects
• Working with the team to influence product direction
• Contributing code as neededRequired technical and professional expertise
  • 2+ years in technical support, DevOps, or SRE supporting software products
  • Solid understanding of Kubernetes and containerized environments
  • Experience with monitoring and observability tools (Prometheus, Grafana, Datadog, etc.)
  • Familiarity with cloud providers (AWS, GCP, Azure) and Helm charts
  • Excellent problem-solving skills and troubleshooting across complex systems
  • Strong written and verbal communication skills with a user-first mindset
  • Availability during our support hours (currently 9am-8pm Eastern Time)Preferred technical and professional experienceOur ideal candidate has:
    • A team-oriented mindset that embraces solving complex problems with technical and soft skills
    • Certifications like CKA, CKAD, Red Hat Certified Specialist in OpenShift Administration, or equivalents
    • A high degree of personal responsibility, responsiveness, and a proactive, flexible, solution-oriented approach
    • Ability to independently navigate ambiguous situations and achieve results
    • Experience with or understanding of Helm, Prometheus, Thanos, Grafana, Rancher, CoreOS, Docker, DuckDB, and the ability to learn quickly
    • Outstanding communication skills and comfort interacting with customers via email, Slack, phone, and videoIBM is committed to diversity and equal opportunity. All qualified applicants will receive consideration without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. We also comply with all fair employment practices regarding citizenship and immigration status.
      #J-18808-Ljbffr

Keywords: IBM Computing, Seattle , Technical Support Engineer, Engineering , Seattle, Washington