Mq Customer Support Engineer

hace 3 semanas

Heredia, Costa Rica IBM A tiempo completo

**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**
- We are looking for a Software Engineer who is a self-starter, quick learner, and who enjoy working in a challenging, fast paced environment. Responsibilities include providing remote technical support assistance to our clients using Problem Determination (PD) and Problem Source Identification (PSI) skills. In addition to determining recommendations for problem resolution, our engineers communicate action plans to our clients to ensure that the client is satisfied with steps towards resolution or the problem's root cause. Our engineers continually flex their programming and technology skills through driving problem resolution using improvements to existing and/or new technical Support tools and procedures which can often include examining source code, providing feedback to development for product improvement, creating test cases, creating tools or providing debug modules to our clients.

Must be willing to work on a weekend rotation to lead diagnosis of critical customer outages.

**Required Technical and Professional Expertise**
- Strong understanding of container technologies, Kubernetes, Cloud skills, and networking protocols
- Knowledge of Unix and Windows platforms
- Proficiency in networking skills, such as UDP and TCP
- Troubleshoot technical issues (networking, web apps, operating system, file system and user management) in the deployment of high-speed file transfer software in enterprise
- Knowledge of Windows Active Directory/Group Policy, LDAP, SAML, SSO, etc.
- Scripting skills, such as Unix shell, Windows batch, Perl, Ruby or Python
- Basic skills in database server (MySQL) administration
- Communication and customer focus skills -be able to understand customer problems and articulate current status to customers
- Ability to communicate action plans to the client or IBM representative as appropriate
- Ability to recommend and implement new or improvements to existing technical support tools, procedures, and processes

**Preferred Technical and Professional Expertise**
- Knowledge of Windows/Unix and IP networks
- Troubleshoot issues (networking, web apps, operating system, file system and user management) in the deployment of high-speed file transfer software in enterprise
- Knowledge of Windows Active Directory/Group Policy, LDAP, SAML, SSO, etc.
- Scripting skills, such as Unix shell, Windows batch, Perl, Ruby or Python
- Basic skills in database server (MySQL) administration
- English language skills including read, write and speak
- Communication and customer focus skills - be able to understand customer problems and articulate current status to customers
- Provide troubleshooting and technical advice for IBM customers
- Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed
- Produce coherent knowledge base articles to enable customers to resolve issues without further escalation
- Provide technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills
- Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution
- Communicate action plans to the client or IBM representative as appropriate
- Recommend and implement new or improvements to existing technical support tools, procedures, and processes
- Applicants must be willing to work on a weekend rotation to lead diagnosis of critical customeroutages.

**About Business Unit**

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decision

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