Customer Support Engineer

hace 2 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**
- The IBM API Connect and IBM DataPower team is looking for a Technical Support Engineer (TSE) who loves working with high performing teams, wants to work with cutting edge technology, and thrives on helping customers become successful with Cloud/API projects. API Connect integrates IBM API Management and IBM DataPower into a single offering that provides a comprehensive solution to create, run, manage, and secure APIs and Microservices.
The team works in a fast-paced and highly collaborative environment, so communication is key. Our team works with strategic technologies such as Red Hat OpenShift, Kubernetes, Operators with the Operator Lifecycle Manager and open source software.

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.

In this role you will have an opportunity to make a big impact by helping build and lead a global support team that excels in delighting our customers. This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions.
As a Technical Support Engineer, you will:

- Provide troubleshooting and technical advice for API Connect and DataPower customers
- Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed
- Write sample code, blogs and review documentation
- Produce coherent knowledge base articles to enable customers to resolve issues without further escalation
- Be part of the team that conceives and delivers new cutting edge customer support offerings
- Provide technical support assistance to clients and/or IBM field support (SSRs) 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
- May provide training for and mentor others on the team
- Contribute to department attainment of organizational objectives and high client satisfaction

To be successful, you will need: A passion for handling technical challenges and be goal and results oriented
- Proven listening, detail-oriented thinking, and creative problem solving skills
- Ability to work in highly collaborative global organization
- Be open to flexible schedule in a 24/7/365 support environment

**Required Technical and Professional Expertise**
- Experience in UNIX/Linux operating system.
- Experience with JSON/REST
- Experience with XML/SOAP
- Experience with Security (SSL, SSH, cryptography, etc)
- Experience with Container/Virtualization (VMware, Kubernetes, Docker, etc)
- Experience in general networking
- English communication including read, write and speak.
- BS/BA in CS and track record in technical support or in a customer facing role working with enterprise software

**Preferred Technical and Professional Expertise**
- Desired one of scripting skills, such as Python, Bash.
- Knowledge in XML technologies including DTD, XSLT, XPATH, XSD and XQuery.
- Ability to troubleshoot and identify the root cause of issues.
- Excellent oral, written and listening skills, and presentation skills.
- Communication and customer focus skills - be able to understand customer problems and articulate current status to customers.

**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 courag

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