Detalle de la Oferta

Descripción de la Oferta

Introducción

A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.

Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.

IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

Su función y responsabilidades

The Technical Support engineer:

- Provides technical support assistance to customers using problem determination/problem source identification skills.

- Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.

- Communicates action plans to the customer or IBM representative as appropriate.

- Recommends and implements new or improvements to existing technical support tools, procedures, and processes.

- May provide training for and mentor others on the team.

- Contributes to department attainment of organizational objectives and high customer satisfaction.

- Documents problem solutions within the company knowledge base.

- Writes and provides the customer with samples of test code.

- Manages requests' priorities on a daily basis.

Your responsibilities

Provide technical support assistance to customers using problem determination/problem source identification skills.

Communicate action plans to the customer or IBM representative as appropriate.

Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.

Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).

Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.

Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills.

Recommend and implement new or improvements to existing technical support tools, procedures and processes.

Contribute to department attainment of organizational objectives and high customer satisfaction.

Demonstrate proficiency in the products supported by maintaining applicable technical certifications.

May provide training for and mentorship for others on the team.

Demonstrate excellent verbal and written communication skills.

Educación requerida

Licenciatura

Educación preferida

Maestría

Experiencia profesional y técnica requerida

Bachelor's Degree

Basic knowledge in Operating system administration (Windows, Linux)

Basic knowledge in database administration (DB2, Oracle, MS SQL)

English: Fluent in speaking and writing

Analytical thinking, structured problem-solving techniques

Strong positive customer service attitude with sensitivity to client satisfaction.

Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.

Strong analytical and troubleshooting skills, including problem recreation, analyzing logs and traces, debugging complex issues to determine a course of action and recommend solutions.

Experiencia técnica y profesional preferida

Master's Degree in Information Technology

Basic knowledge of process/data mining

Basic knowledge of LDAP

Basic knowledge of AI technologies

Basic knowledge of IBM's Digital Business Automation Product Family

Knowledge with Apache Flink and Kafka

Knowledge with Elastic Search

Knowledge with Containerization and Kubernetes

Knowledge with OpenShift

Knowledge with scripting (including Python, JavaScript)

Knowledge with products

Educación Superior