Technical Support Engineer

We are seeking individuals who are passionate about technology, to provide complex support services of our SaaS solutions. Reporting to the Manager of Customer Support, this individual will work closely with our customers and Customer Success Managers to provide break-fix support, operational maintenance, and premium support services. This position is an integral part of IBM's long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. To succeed in this team, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.

This role will operate in a follow-the-sun pattern, based on location:

5 days per week: regular 8 hour working day (start 8am - 5pm local time)

Potential for after-hours / on call shifts as part of a team rotation (as applicable)

Responsibilities

• Help customers with product questions, resolve customer issues in a timely fashion
• Use your business and technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices
• Monitor and react to alerts in our own cloud environment
• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction
• Work as part of our extended support team, doing whatever it takes to exceed customer expectations
• Collaborate with other departments in the company to achieve customer satisfaction.

• Previous experience in technical support, software services, or system administration for a large end-user community.
• Experience with Troubleshooting Skills, Data Analysis Skills, Windows Servers.
• Database skills, with the expertise to write and update SQL queries.
• Basic knowledge of JavaScript or similar language.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment;
• Ability to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress and next steps;
• Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency;
• Acting as a customer champion by being the voice of the customer, checking communication channels to stay on top of and communicate effectively and proactively with the company or team updates;
• Being an example that continues to drive until the root cause is established with clear plans to resolve the customer issue.

Preferred Technical And Professional Expertise

• Experience with RESTful API is an added advantage.
• Knowledge of Agile methodologies such as Scrum, Kanban, SAFe will be a plus.

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better. Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background. Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do. Are you ready to be an IBMer? About IBM IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.