Technical Support Engineer for API Connect and DataPower
hace 2 meses
Job Summary
We are seeking a Technical Support Engineer to join our IBM API Connect and DataPower team. As a Technical Support Engineer, you will provide remote technical support assistance to our clients using Problem Determination (PD) and Problem Source Identification (PSI) skills.
Responsibilities
- 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
Requirements
- 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
- 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 Qualifications
- 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 IBM
As an IBMer, you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment every day, all while having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
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