Technical Support Professional

Introduction
◆◆◆ Position Summary Mission◆◆◆
We are seeking a Technical Support Engineer for IBM’s software products WebSphere Application Server and Java Technology. Our team provides technical support for IBM software products remotely to help our customers keep their mission critical systems and applications up and running.

IBM WebSphere Application Server is a reliable Java Enterprise Edition-based runtime environment. It is also IBM’s flagship product and the core of the WebSphere brand. It is used by customers around the world leading digital transformation in all industries including banking and insurance e-commerce social media transportation and government.

Your Role and Responsibilities
◆◆◆ Business Description◆◆◆
– Provide technical support for daily customer inquiries
– Provide 24×7 technical support for severe failures above a certain threshold
– Analysis and troubleshooting including reproduction of inquired problems analysis of logs and traces and debugging of complex problems.
– Work with overseas development departments to provide customers with fixes when product defects are suspected
– Organize and analyze limited information determine course of action and lead problem resolution to achieve high customer satisfaction.

◆◆◆What you’ll get of this position◆◆◆
This job allows you to work towards a clear goal of solving problems. This position also allows you to acquire in-depth technical skills on the products you are in charge of.
You will be able to hone your skills in a global environment as you will collaborate with overseas engineers in charge of the same products and respond to inquiries from overseas customers as well as Japanese customers.
Although we provide services 24 hours a day 365 days a year we handle nighttime and holiday shifts on a schedule basis making it easy to take long vacations.

We are looking for someone who is self-motivated learns quickly and enjoys challenges in a fast changing environment. Together as a member of our support team you will help our customers who use WebSphere Application Server and other IBM products to solve their problems. We look forward to hearing from you.

Required Technical and Professional Expertise
– 3-6 years of experience in the IT industry with at least 2 of those years as a product support engineer.
– Skills and knowledge of Application Server.
– Skills and knowledge of cloud and container based technologies such as Docker Kubernetes Openshift etc.
– Skill in identifying the cause of problems.
– Skill in understanding technical documentation written in English and communicating in English on Slack and internal web applications.
– Communication skills to organize and analyze information determine a course of action and explain it in a way that customers can understand.

Preferred Technical and Professional Expertise
– Knowledge of basic computer science.
– Programming experience in Python Java Go PHP C# Perl Ruby etc.
– Knowledge of network protocols such as HTTP HTTPS DNS SOAP etc.
– Experience with Unix and Linux.
– Experience with server-side design implementation and operation of web applications.
– Basic skills in database server administration such as MySQL.
– Knowledge of XML including DTD XSLT XPATH XSD and XQuery.
– Knowledge and experience in API development using Open API 2.0/3.0.
– Knowledge and experience with OAuth.
– Understanding of networking concepts such as FQDNs ports firewalls etc. and skill in diagnosing network problems using command line tools etc.
– Knowledge of TLS including CAs certificate chains mTLS etc.