Concert Support Engineer

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
This position provides the opportunity to work in a high growth area in the IBM Software – IT Automation area. The successful candidate will work with our IBM Concert product and On-Call Manager, providing remote support assistance, debugging and resolution to our clients world-wide, with focus on Europe, Middle East and Africa.

The role provides technical support assistance directly (remote sessions / phone/ live chat / cognitive support platform) to clients, using problem determination and analytical skills. We use technical and negotiations skills in collaboration with other (support) organizations to prioritize and work problems to resolution. You will be involved in the following:

• Own customer relationships and technical solutions on large scale enterprise environments
• You will develop, document, and communicate action plans to clients and IBM teams as appropriate.
• Look for avenues to recommend, or implement, new solutions or improvements to existing technical support tools, procedures, or processes.
• Collaborate with other support and development teams to find a solution.
• Communicate with the client regularly and keep them updated of the status and progress.
• Participate in department objectives such as building the knowledge base (writing technical content and social media contributions), improving serviceability, mentoring team members, and contributing to high customer satisfaction.

Required Technical and Professional Expertise

• 3 years hands-on experience as a development/support engineer or software engineer
• Strong analytical and troubleshooting skills on Linux, Web Services, Cloud (Kubernetes) env.
• Working knowledge of Java, XML, Java Script, Python, DB technology such as db2 Postgres and Casandra
• Good understanding of Cloud technologies, OpenShift / Kubernetes, Ideally OCP and Operators
• Analytical thinking and problem-solving skills.
• Strong communication skills.
• Experience in GitHub & JenkinsExperience in GitHub & Jenkins

Preferred Technical and Professional Expertise

• None