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Job Description

You will go beyond the industry standard technical support practices and will become an expert of the product, with a strong knowledge of the product internal components as well as how the solution is utilized by customers. Your top priority is always going to be customer success and customer satisfaction, by answering their technical questions and resolving their product related issues you will contribute to their success.

This is going to be an excellent opportunity for you to work with the latest technologies and to grow your skills in one of IBM s strategic imperatives and IBM s Cloud Paks. You will be challenged to never stop learning, as we want you to grow for our customers, our company and last but not least for your own career.
Your Role and Responsibilities

• Provide technical support assistance to customers using problem determination/problem source identification skills.
• Communicate action plans to the customer or IBM representative as appropriate.
• Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.
• Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
• Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
• Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills.
• Recommend and implement new or improvements to existing technical support tools, procedures and processes.
• Contribute to department attainment of organizational objectives and high customer satisfaction.
• Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
• May provide training for and mentorship for others on the team.
• Demonstrate excellent verbal and written communication skills.

Required Technical and Professional Expertise

• Up to 4 years of experience
• Basic knowledge in Operating system administration (Windows, Linux)
• Basic knowledge in database administration (DB2, Oracle, MS SQL)
• Basic understanding of Object-Oriented Programming
• Knowhow of middleware, networking, and APIs.
• English: Fluent in speaking and writing.
• Analytical thinking, structured problem-solving techniques
• Strong positive customer service attitude with sensitivity to client satisfaction.
• Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.
• Strong analytical and troubleshooting skills, including problem recreation, analyzing logs and traces, debugging complex issues to determine a course of action and recommend solutions.

Preferred Technical and Professional Expertise

• Master s Degree in Information Technology
• Basic knowledge of process/data mining
• Basic knowledge of LDAP
• Basic knowledge of AI technologies
• Basic knowledge of IBM s Digital Business Automation Product Family
• Knowledge with Apache Flink and Kafka
• Knowledge with Elastic Search
• Knowledge with Kibana
• Knowledge with Containerization and Kubernetes
• Knowledge with OpenShift
• Knowledge with scripting (including Python, JavaScript)
• Knowledge with products of IBM s Digital Business Automation Product Family
• Knowledge with Process/Data Mining
• Knowledge with Containerization
• Knowledge with Apache Flink and Kafka
• Knowledge with Kubernetes
• Knowledge with Kibana
• Knowledge with Elastic Search
• Knowledge with AI technologies
• Fluent in speaking and writing in English and additional language(s)
• At least 1 year experience in Technical Support

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