Detalle de la Oferta

Descripción de la Oferta

Introducción

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Su función y responsabilidades

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 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.

In this role, you will have the opportunity to continually grow your skills in the thriving world of software containers, integrate and apply open-source technologies, collaborative and fun environment. We are looking for Software Engineers who are self-starters, quick learners, and who enjoy working in a challenging, fast paced, highly collaborative environment. Members of our team work with the world's leading companies in industries including banking, commerce, insurance, social media, transportation and governments as they enable their mission critical business applications via the web.

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.

This position is specifically for Technical Support Engineer candidates who will be part of a worldwide team responsible for diagnosing and troubleshooting software problems within Automation and App Modernization, supporting products IBM API Connect and DataPower Gateway on multiple operating systems, virtual, and cloud.

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
- Excellent communication skills and technical knowledge to advise and lead customers who are developing enterprise applications, services, and APIs
- Proven listening, detail-oriented thinking, and creative problem solving skills
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Educación Superior