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, let’s talk.

Your Role And Responsibilities

Each implementation is unique in its design. Providing for a constantly changing and exciting challenge. If working in this area interests you, and you have the aptitude and energy to take on the technical support issues of the top corporations in the world, we would like to meet you. New hires will be provided training at a level beyond standard user functionality. Pairing with a mentor and continuing in a collaborative team environment. Applicants must be able to openly share ideas and communicate thoroughly and professionally in both verbal and written forms.wide range of stakeholders will be critical to ensure we meet the high standards expected.

Responsibilities of a Support Engineer include but are not limited to:

• Providing Technical Support for issues reported by IBM Software customers.
• Analyzing and troubleshooting client issues through emails. phone calls, chat sessions, and remote meetings when necessary
• Managing customer expectations and relationships.
• Setting up test scenarios to replicate problems.
• Composition of knowledge base articles describing issues that have been reported and their resolution.
• Escalating of defects to Internal Development teams for review and administration of communication and fixes between the customer and Development.
• Providing production down weekend/off shift support (on rotation) to customers in system down scenarios.
  
  

Required Technical And Professional Expertise

• Core Java / JEE preferred or any programming language proficiency.
• Strong communication Skills, both written and verbal.
• Ability to work under pressure to deliver solutions to customers.
• Willingness to work in a customer facing role, on a rotational shift model (including weekends).
• Quick learner and ability to pick up new product skills (Both on-prem and cloud).
• Applicants should have the ability to research and understand technical documentation and understanding of how to apply various technical resources.
• Ability to prioritize tasks and efficiently manage time.
• Ability to exercise good judgment and effectiveness in working with a high performing team.
  
  

Preferred Technical And Professional Experience

• Troubleshooting skills, especially Java code / logs / Database troubleshooting skills (DB2 or Oracle) / Troubleshooting JMS / IBM MQ
• Familiarity with Containers (e.g., Dockers) and Kubernetes. Knowledge on RedHat OpenShift/AWS will be an added advantage.
• Understand and troubleshoot JSON, XML
• Application Servers like WebSphere Liberty, Tomcat, Messaging services IBM MQ, Apache Kafka, ActiveMQ
• Any scripting language skills (e.g., Python, JavaScript)
• Any Database knowledge IBM DB2, Oracle, Cassandra, MongoDB with querying skills (e.g., SQL)
• Basic understanding of Networking Protocols.