Support Engineer

f clients concerns in terms of stating the problem and understanding its scope

• Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness

• Utilizing technical and negotiation skills and collaborate with the Development teams to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.

• Make timely, accurate and complete updates in case information to document all activities relating to the clients' reported problems

• Communicating updates and action plans to customer or IBM representative via the support portal, phone and email as per response guidelines

• Recognize and minimize client impact by using timely and appropriate escalation processes to engage other Support teams.

• Adhere to the first response and case update frequency SLA and continuously improve the response and resolution time to maintain high customer satisfaction.

Required Technical and Professional Expertise

• Demonstrated communication skills and additional languages are a plus. Knowledge of Linux operating systems such as RHEL or CentOS. Knowledge of Windows Desktop and Windows Server operating systems. Experience in scripting and basic Java/C++/Python programming experience. Proficient in technical writing; public facing knowledge articles; technical forum contributions. Basic knowledge of supported Internet Browsers: Edge, Chrome, Firefox.

Preferred Technical and Professional Expertise

• Experirce with Relational/NoSQL databases, analytics tooling, Cloud technologies.