Technical Support Professional (São Paulo/SP)

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 is seeking a Technical Support Professional to help take our industry-leading webMethods organization in Brazil to the next level.
The successful candidate will join our Brazil-based team to deliver quality software support to IBM customers, partners, consultants and employees. You will be part of a global network that supports Fortune-500 customers to help adopt Software Integration, API and Microservices platform for mission-critical applications. If you thrive in a challenging, innovative, leading-edge environment, this is the place for you.

You should be able to independently handle moderately complex technical problems in your chosen area of product expertise, and deliver solutions through research, collaboration and/or problem replication. You should be able to take direction and general guidance from senior engineers and management, while also be able to work independently. Above all, if you have a learning and growth mindset you will fit right in.
Tasks and Responsibilities:
From day one you will be part of a team that is responsible for end-customer support, which entails proper understanding of problem, performing problem analysis, documenting reproduction steps, researching knowledge base for common solutions, and as you gain experience reproduce problems and engage R&D organization for defect resolutions.
As a team member, you'll assist customers, partners and employees to troubleshoot problems they may encounter during installation, implementation and run-time issues resulting from implementation of the IBM Integration, API and Microservices platform. As a full-fledged contributor in a team-directed, relaxed and flexible environment, you'll have plenty of opportunity to make a difference, both in your team and across the organization.
Essential Job Functions:
- Provide first and second level support, which involves understanding customer problem and recording it in your own words.
- Apply communication skills to ask questions to separate & clarify problems and to tease out factors affecting problem occurrence, both in written (email) communication and over the phone.
- Be able to search common knowledge base and solution repository for solutions to known problems.
- Setup lab environments to reproduce customer problems.
- Ability to concisely report problems to R&D if seeing their assistance for problems requiring 3rd level support.

Required Technical and Professional Expertise
Skills:
- Strong troubleshooting skills and willingness to put the customer first.
- Familiarity with common technology concepts such as client-server technology.
- Conceptual understanding of server-side core Java, multi-threaded and Data Structures usage.
- Familiarity with Angular and accompanying technologies (HTML, CSS, JS)
- Experience with databases, security, web applications.
- Experience with browser-based clients helpful.

Additional Requirements/ Soft Skills:
- Fluency in English verbal and written communication skills.
- Attention to detail and commitment to quality.
- Good time management skills, such as meeting deadlines, ensuring getting back to customers, with proper follows ups.
- Good organization and planning skills.
- Very good Interpersonal/communication skills and experience coordinating information.

Preferred Technical and Professional Expertise
- Spanish language is a plus.
- Knowledge of container technologies such as Docker and Kubernetes are a plus.
- Knowledge of cloud platforms like AWS, Azure not required but desirable.