Technical Support Engineer (L2)

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 looking for Software Engineers who are self-starters quick learners and who enjoy working in a challenging fast paced environment. Members of our teamwork 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 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 App Connect or Cloud Pak for Integration on multiple operating systems virtual and cloud.

Immediate skills for an outstanding candidate include a strong understanding in container technologies like Docker and Kubernetes Microservices architecture Red Hat OpenShift Cloud platforms like IBM Cloud AWS Azure GCP Networking protocols and Java JavaScript and C programming languages. Must be willing to work on a weekend rotation to lead diagnosis of critical customer outages.

Required Technical and Professional Expertise

• Candidate must have 5 to 10 years of IT experience out of which atleast 5 years in production support as Level 2 production support engineer.
• Experience in UNIX/Linux operating system
• Experience in 3-tier web service architecture
• Willing to work in shifts.
• Scripting skills such as Perl Ruby Python
• Basic skills in database server (MySQL) administration
• Knowledge in XML technologies including DTD XSLT XPATH XSD and XQuery
• Ability to troubleshoot and identify the root cause of issues
• English language skills including read write and speak

Preferred Technical and Professional Expertise

• Communication and customer focus skills – be able to understand customer problems and articulate status to customers.