Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients 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, lets talk.

Your Role and Responsibilities

In this role you will be working with our customers, including some of the world's top network and security experts. You must be able to assist with advanced hardware, operating systems, tuning, scalability, performance, network integration issues and security incident analysis. Our support group is involved in all aspects of customer interactions from pre-sales deployment design to upgrading and support of existing customers. Since our product line is the center for all network traffic analysis and device logging, you will need to be an individual who wishes to be challenged technically by integrating our products with all major networking brand names. You will not only provide regular support, but you will also assist in mentoring team members through day to day technical leadership.

Your responsibilities will include the following:

• Assist our customers in the deployment of Security Intelligence solutions (QRadar). You will be responsible for the planning, implementation, configuration, and the optimizing of services from around the world.
• Provide technical engineering support, as part of our Technical Support Center, in order to resolve customer issues by performing diagnostics, performance optimization, security incident analysis, partner recommendations and product knowledge transfer.
• Perform proof of concept solution validation and complex issue reproduction while interfacing with engineering, product management, and quality assurance teams.
• Work with customer account teams to ensure total customer satisfaction by representing our customer's needs and requirements to product management and engineering.
• Build software tools and training materials to assist our customers in expanding their deployment and knowledge base.
• Design comprehensive security solutions to address a wide range of complexities, scales, and integration requirements.
• Interface with customers on an on-going basis to identify problems and communicate progress and resolution while maintaining a high sense of urgency and timely escalation.
• Function as a key contributor to the knowledge management system technologies available to deliver state-of-the-art software.
• You'll be responsible for ensuring that company software components are expertly designed, tested, debugged, verified, and ready for integration into IBM's best-of-breed solutions that help organizations improve their business outcomes in the global marketplace.

Work Locations Atlanta, GA and Durham, NC.

Required Technical and Professional Expertise
You must have a minimum of 1-2 years of professional and technical experience in the following:

• Experience in Linux or UNIX Systems Administration.
• Experience in Network Administration.
• Excellent written and communication skills.
• A passion for customer support.

Preferred Technical and Professional Expertise

• A minimum of 3-4 years of experience in Linux or UNIX Systems Administration.
• 3-4 years of customer support experience.
• RHCSA certification.