Technical Support Engineer - FinOps

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
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 Apptio’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. In order to succeed in this team this individual must have the passion and energy to work in an entrepreneurial and fast paced environment

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 in a startup atmosphere doing whatever it takes to exceed customer expectations
• Collaborate with other departments in the company to achieve customer satisfaction.

Required Technical and Professional Expertise

• Some previous experience in technical support software services or system administration for a large end-user community
• Strong database skills with the expertise to write and update SQL queries with ease
• Basic knowledge of JavaScript
• Experience with Troubleshooting Skills Data Analysis Skills Windows Servers
• Experience with RESTful API is an added advantage
• Knowledge of Agile methodologies such as Scrum Kanban SAFe will be a plus.

Preferred Technical and Professional Expertise

• Bachelor Degree in Engineering preferred
• 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.