Customer Technical Support Engineer Instana Observability

sues for customers and priotizing your workload appropriately

• Create knowledge-based articles to assist customers with using the product

Your role and responsibilities

IBM® Instana Observability is an observability platform that helps you analyze and troubleshoot microservices and containerized applications. It provides automated application performance monitoring, end-user experience monitoring, root cause analysis, and anomaly detection

We process and analyze millions of spans, traces, metrics, and events per second to provide actionable APM intelligence to our rapidly expanding customer base. Joining a multi-functional worldwide team, you will play a significant role in expanding Instana's excellent customer support.

As a Customer Support Engineer, you will participate in remote technical support for the Instana product. You will be part of an international team and organisation that is distributed around the globe. You will act as a global team member contributing to a seamless 24x7 "follow-the-sun" organisation. You will get to work with customers from everywhere in the world, you will experience different behaviours and attitudes with your customers and your peers, and you will learn to deal with cultural differences.

You will go beyond the industry standard technical support practices. You are expected to become an expert of the product, with a strong knowledge of product internals and a good understanding of how the solution is utilized in the business arena. Your priority is to assure the success of the clients through answering technical questions and resolving client product-related issues.

Technical Support Engineer responsibilities include resolving product configuration and usage, using remote desktop connection tools like MS Teams to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instructions, you will contact clients via phone and/or provide clear, written instructions and technical direction.

You will find this to be an excellent opportunity to work with the latest technologies and to grow your skills. You will be challenged to never stop learning. We want you to grow for our customers, for our company and for your own career.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

• Bachelor's Degree in Engineering, Computing or Computer Science

• At least 2-years experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting

• At least 2-years experience in Problem-solving technical software issues

• At least 1-years experience in Computer Networks and Communications

• At least 1-years experience with Cloud based platforms such as AWS,Azure, OpenShift, Google Cloud Provider

• At least 1-years experience in micrcoservices architecture

• Please note that this position should be Australian due to Business reason

Preferred technical and professional experience

• Master's degree in Computer Science/Networks & Communications or other related fields.

• Preferably 2-years experience with Application Performance Management concepts and products

• Preferably 1-years experience with coding languages such as Java, Python, Go

• Preferably 1-years experience with Application Servers (WebSphere, WebLogic, Tomcat)

• Preferably 1-years experience using REST APISs

• Preferably 2-year experience with OpenShift Container Platform/Kubernetes/Docker.

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

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