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
IBM Data and AI team is looking for a technical support engineer to join our team that is supporting IBM leading Data & AI products on-Prem & multiple cloud platforms. As part of this team, you will have opportunity to work on supporting our customers that are utilizing multiple tools to build next generation of intelligent data fabric, databases and analytics tools. Your responsibilities will include:

• Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding its scope
• Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness
• Utilizing technical and negotiation skills and collaborate with the Development teams to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.
• Make timely, accurate and complete updates in case information to document all activities relating to the clients’ reported problems
• Communicating updates and action plans to customer or IBM representative via the support portal, phone and email as per response guidelines
• Recognize and minimize client impact by using timely and appropriate escalation processes to engage other Support teams.
• Adhere to the first response and case update frequency SLA and continuously improve the response and resolution time to maintain high customer satisfaction.

Required Technical and Professional Expertise

Demonstrated communication skills and additional languages are a plus. Knowledge of Linux operating systems such as RHEL or CentOS. Knowledge of Windows Desktop and Windows Server operating systems. Experience in scripting and basic Java/C++/Python programming experience. Proficient in technical writing; public facing knowledge articles; technical forum contributions. Basic knowledge of supported Internet Browsers: Edge, Chrome, Firefox.

Preferred Technical and Professional Expertise

• Experirce with Relational/NoSQL databases, analytics tooling, Cloud technologies.