Service Express

Backend Engineer

• Provide quality Level 2 and limited Level 3 Technical Support to Field Service Engineers and Support Engineers for Storage platforms
• Act as level-2 point of escalation for Service and Support issues relating to Storage products
• Respond to received support calls within 15 minutes and provide quality assistance
• Guide and advise Field Service Engineers and internal personnel on best practices and cost-conscious sustainable solutions
• Act as Trusted Advisor to customers providing value-added support solutions
• Document all actions and resolutions on Support tickets in a timely fashion
• Participate and provide on-call availability for 24x7 customer needs as part of a scheduled rotation
• Implement corrective action for equipment failures under pressure
• Engage other departments when appropriate by customer needs
• Interpret maintenance manuals to troubleshoot and partner with L3 engineers when to escalate
• Ability to setup and configure storage arrays supported by Service Express
• Collaborate with Product Development on research, development and implementation of new hardware and software support services
• Inter-connectivity setup and troubleshooting between storage and compute
• Perform software support on Storage platforms as defined within the Services Catalog

L2 Storage Engineer

Sales

• Develop and deliver high-impact sales training programs and onboarding experiences.
• Partner with Learning & Development, Marketing, Product, and Sales Ops to ensure teams have the right tools and content at the right time.
• Manage enablement platforms and CRM-integrated tools (Salesforce preferred).
• Implement new technology and design strategies to elevate performance.
• Drive adoption of sales methodologies and process improvements.
• Monitor program effectiveness using KPIs and feedback loops.
• Lead and coach a team of enablement professionals, fostering a culture of continuous learning and performance.
• Collaborate with Sales, Marketing, Service, and L&D teams to align training with company goals.
• Contribute to planning and forecasting with revenue leadership and provide feedback to Sales Leadership on team performance.

Director of Sales Enablement

System Administrator

• The IBMi System Administrator will partner with IBM i Operators and IBM i Associate System Administrators to ensure the customer’s IBM i environment including hardware, operating system and associated LPPs (License Program Products) are performing to meet customer expectations and documented SLAs.
• Respond quickly and accurately to customer inquiries
• Perform checks on multiple aspects of the customer environment including backup status, system disk usage, problem entries in message queues, and abnormal job status
• Develop and execute remediation plan on any identified issues
• Create reporting for periodic review with customers on overall performance, issue resolution, and project status
• Develop customized project plans for items such as OS updates, PTF updates, FSP and HMC updates and system migrations
• Perform PTF and operating system updates and upgrades
• Perform HMC and FSP updates
• Respond to and resolve escalation requests from IBM i Associate System Administrators and Operators

L2 Storage Engineer

Director of Sales Enablement

IBM i Systems Administrator