Guardium, IBM's Data Security solution, is seeking a Technical Support Professional to join our team! The IBM Guardium Data Security platform provides the most widely-used solution for monitoring and securing corporate information and preventing information leaks from enterprise databases and Big Data environments. The Guardium platform monitors and prevents unauthorized or suspicious activities by privileged insiders, potential hackers, and end-users of enterprise applications. Our client base is worldwide so our global team provides 24X7 support to leaders in the financial, health, insurance, retail, federal and state government sectors just to name a few.

Your role and responsibilities

As a Technical Support Professional, you will play a key role in helping our clients successfully administer their Guardium deployments while also helping our product develop and grow throughout the product life cycle. Team members work closely with each other, development, and other teams to resolve complex issues and provide the best possible customer experience. If you love technology, tackling complex challenges, and leveraging your technical expertise to help others, we want you to be part of our talented worldwide technical support team.

Your responsibilities will include reviewing diagnostic information, troubleshooting, problem recreation and debugging complex product issues to determine course of action and/or solutions.

You'll be expected to:

Collaborate on complex technical issues to become a subject matter expert in the Guardium data security solution and supporting technologies.
Provide technical support to clients and/or IBM field support leveraging superior communication, client management, and problem determination/problem source identification skills.
Contribute relevant and timely content to improve client self-sufficiency.
Interact directly with Development, Sales, Product Management, Services, QA to verify product defects and enhancements and advocate for ongoing product improvements.

The preferred candidate must be a self-starter and enjoy working in a challenging and driven environment. You will collaborate with other IBM product development and support/services teams worldwide to assist in problem root cause diagnosis and provide seamless resolution to our clients. Our engineers are expected to become product subject matter experts by continuously enhancing and growing technical and communication skills. You will have many opportunities to present your technical experience to both internal and external audiences.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

5+ years of experience
Passion for customer care and customer satisfaction.
Previous experience in a customer facing technical support role is required (preferably a support role).
A successful track record in developing and managing customer relationships.
Bachelor or Masters Degree in Computer Sciences or Information Systems
At least 1 year experience in Managing Client Expectations/Satisfaction
At least 1 year experience in Problem Determination/Resolution
Readiness to travel 10% travel annually
English: Fluent

Preferred technical and professional experience

Experience in shell scripting, Perl, and SQL
Experience of a programming language such as Java, C/C++
Knowledge of networking concepts
Basic knowledge in Enterprise DBMS, such as Oracle, Microsoft SQL Server or IBM DB2
Experience in Windows and Linux operating systems
3 or more years of experience in Managing Client Expectations/Satisfaction
3 or more years of experience in Problem Determination/Resolution

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.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For additional information about location requirements, please discuss with the recruiter following submission of your application.

This job is no longer accepting applications

See open jobs at IBM.See open jobs similar to "Technical Support Professional" WCT-FCT.

See more open positions at IBM

Privacy policy Cookie policy