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IBM Technical L2 Support Engineer - Technical Writer in Atlanta, Georgia


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

Threat Management Security Support is leading the charge in supporting creative solutions to long-standing problems. Each of our support centers is a vital contributor to the pillars of our support philosophy in which the customer comes first. Together, we support our customers in ways they could never have imagined in helping them achieve their goals. We have a world-class team and leading-edge technologies to propel you into a future that you create.

The Threat Management Security organization is looking for a support engineer to develop technical content for Cloud Pak for Security (CP4S) and QRadar. The job involves understanding Security and have a solid foundation in technical writing. You will be responsible for creating technical notes, education, blogs, and monitoring IBM forums. You will work with the Threat Management Content team or managers for keeping content up-to-date and prioritizing needs, among other tasks. To be successful in this role you must be an organized, outside the box thinker, effective in communication, proficient writing skills, and have the ability to collaborate with other members on the team.

You will be responsible for the following:

  • Assist our customers by developing Self-Serve solutions for Security Intelligence CP4S and QRadar.

  • You will provide planning, implementation, configuration, and optimization services around the world.

  • You will provide technical engineering support, as part of our Technical Support Centre, to resolve customer issues by performing diagnostics, performance optimization, security incident analysis, solution/partner recommendations, and product knowledge transfer.

  • Design comprehensive content solutions to address a technical gap for our clients.

  • Build software tools and training materials to assist our customers in expanding their deployment and knowledge base.

  • Interface with customers and internal IBM team on an on-going basis to identify problems and communicate progress and resolution while maintaining a high sense of urgency.

  • Function as a key contributor to the knowledge management system technologies available to deliver state-of-the-art software.

  • Work directly with the team to establish project scope, interaction guidelines, and project timelines.

  • Perform routine updates, upgrades and overall maintenance of technical content

Job Locations are as follows: Austin, TX, Atlanta, GA and Durham, NC

Required Technical and Professional Expertise

You are required to have the following experience:

  • Security basics.

  • Support Experience.

  • Drupal.

  • English Fluent (verbal and written).

  • Experience writing technical content and procedures.

  • 6+ months of Linux or Unix Systems Administration.

Preferred Technical and Professional Expertise

  • 1-2 years of customer support experience.

  • 1-2 years of experience in Linux or UNIX Systems Administration.

  • 6+ months of technical writing or editing.

  • 6+ months networking experience.

  • 6+ months of SQL knowledge.

  • Python experience a plus.

  • RHCSA Experience or certification.

  • Openshift experience.

About Business UnitIBM's Cloud and Cognitive software business is committed to bringing the power of IBM's Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments-with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.

Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

About IBMIBM'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.

Location StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:

*12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.

*World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.

*Well-being programs to support mental and physical health.

*Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).

*Select educational reimbursement opportunities.

*Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.

*Giving and volunteer programs to benefit charitable organizations and local communities.

*Discounts on retail products, services, and experiences.

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

Being You @ IBMIBM 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, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.