Technical Support Professional

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

Our webMethods Software Support team is looking for you to join us as a Support Engineer in the Petaling Jaya, Malaysia office.

This position provides the opportunity to work in a high growth area in the Hybrid Cloud and AI. The successful candidate will work with our world class webMethods solution, providing remote debugging and resolution to our clients world-wide, with focus on the regions Europe, Middle East and Africa. The role provides technical support assistance directly (phone/ live chat / cognitive support platform) to clients using problem determination and technical analytical skills.

We use technical and negotiations skills in collaboration with other support to prioritize and work problems to resolution.

Responsibilities:-

• Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of problems requiring an in-depth evaluation of various factors. Effectively manage customer escalations associated with complex problems. End result should be high level of customer satisfaction.

• Independently define and drive analysis and research of more difficult technical customer problems. Involve appropriate resources in a manner that conserves staff time and yet provides resolution and consistent customer communication in a timely manner.

• Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates.

• Ensure that any solutions that were not found easily through available documentation are recommended for publishing to the knowledge base.

• Consistently instruct internal and external customers on resources available for self-service

• Demonstrate initiative in acquiring product skills in two or more product families within or across product lines on several platforms, along with supporting technologies. Develop product experience by installing, testing and using software products and attending formal and informal classes.

• Identify continuous improvement activities that will enable effective and efficient service to our customers.

• Provide on-site support and after hours coverage as required.

Required Technical and Professional Expertise

• 5+ years of software support experience

• Basic technical knowledge of UNIX/Linux, Windows

• Product Knowledge of webMethods suite or equivalent

• Analytical thinking and problem-solving skills

• Willingness to learn and grow.

• Willingness to roll up your sleeves and do whatever it takes

• High customer orientation

• Excellent attitude contributing to the overall high morale of the team

• Excellent interpersonal and written communications skills

• Bachelor's degree in Computer Science or equivalent

Preferred Technical and Professional Expertise

• Knowledge of some of the following technologies: ElasticSearch, Oracle and SQL Server
• Knowledge of Cloud technologies, Containerization, Kubernetes