The IBM API Connect and IBM DataPower team is looking for a Technical Support Engineer (TSE) who loves working with high performing teams, wants to work with cutting edge technology, and thrives on helping customers become successful with API projects. API Connect integrates IBM API Management and IBM DataPower into a single offering that provides a comprehensive solution to create, run, manage, and secure APIs and Microservices.

The team works in a fast-paced and highly collaborative environment, so communication is key. Our team works with strategic technologies such as Red Hat OpenShift, Kubernetes, Operators with the Operator Lifecycle Manager and open source software.

In this role, you will have the opportunity to continually grow your skills in the thriving world of software containers, integrate and apply open-source technologies, collaborative and fun environment. We are looking for Software Engineers who are self-starters, quick learners, and who enjoy working in a challenging, fast paced, highly collaborative environment. Members of our team work 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 improvements to 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 Automation and App Modernization, supporting products IBM API Connect and DataPower Gateway on multiple operating systems, virtual, and cloud.

As a Technical Support Engineer, you will:

Provide troubleshooting and technical advice for API Connect and DataPower customers
Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed
Write sample code, blogs and review documentation
Produce coherent knowledge base articles to enable customers to resolve issues without further escalation
Be part of the team that conceives and delivers new cutting edge customer support offerings
Provide technical support assistance to clients and/or IBM field support SSRs using problem determination/problem source identification skills
Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution
Communicate action plans to the client or IBM representative as appropriate
Recommend and implement new or improvements to existing technical support tools, procedures, and processes
May provide training for and mentor others on the team
Contribute to department attainment of organizational objectives and high client satisfaction

To be successful, you will need:

A passion for handling technical challenges and be goal and results oriented
Excellent communication skills and technical knowledge to advise and lead customers who are developing enterprise applications, services, and APIs
Proven listening, detail-oriented thinking, and creative problem solving skills
Ability to work in highly collaborative global organization
Be open to flexible schedule in a 24/7/365 support environment

Must be willing to work on a weekend rotation to lead diagnosis of critical customer outages.

Required education

Bachelor's Degree

Required technical and professional expertise

Experience in UNIX/Linux operating system.
Experience with JSON/REST
Experience with XML/SOAP
Experience with Security SSL/TLS, SSH, cryptography, etc
Experience with Container/Virtualization VMware, Kubernetes, Docker, etc
Experience in general networking
English communication including read, write and speak.
BSBA in CS and track record in technical support or in a customer facing role working with enterprise software

Preferred technical and professional experience

Desired one of scripting skills, such as Python, Bash.
Knowledge in XML technologies including DTD, XSLT, XPATH, XSD and XQuery.
Ability to troubleshoot and identify the root cause of issues.
Excellent oral, written and listening skills, and presentation skills.
Communication and customer focus skills – be able to understand customer problems and articulate current status to customers.

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.

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