Technical Support Engineer - Cloud/API

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 Cloud/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, and work & lead in a supportive, 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 Cloud Integration organization, supporting products IBM DataPower Gateway, API Connect, IBM App Connect, or IBM Aspera on multiple operating systems, virtual, and cloud.

In this role you will have an opportunity to make a big impact by helping build and lead a global support team that excels in delighting our customers. This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions.

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
• Ability to work in highly collaborative global organization
• Be open to flexible schedule in a 24/7/365 support environment

Required Technical and Professional Expertise

• Experience in UNIX/Linux operating system.
• Experience with JSON/REST
• Experience with XML/SOAP
• Experience with Security (SSL, SSH, cryptography, etc)
• Experience with Container/Virtualization (VMware, Kubernetes, Docker, etc)
• Experience in general networking
• English communication including read, write and speak.

Preferred Technical And Professional Expertise

• Desired one of scripting skills, such as Python, Bash.
• Knowledge in XML technologies including DTD, XSLT, XPATH, XSD and XQuery.
• Ability to troubleshoot and identify the root cause of issues.
• Excellent oral, written and listening skills, and presentation skills.
• Communication and customer focus skills - be able to understand customer problems and articulate current status to customers.

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., IBM's Cloud and Cognitive software business is committed to bringing the power of IBM's Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments-with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners. This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date. Your Life @ IBM 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.