MQ- Client Facing Technical Support Professional

Job description

Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

As a Client Facing Technical Support Professional, you will:
• Provide remote technical support assistance to our clients using problem determination and
problem source identification skills
• Communicate action plans and recommendations to our clients and ensure their satisfaction
with the resolution or root cause analysis
• Flex your programming and technology skills to drive problem resolution using existing and
new technical support tools and procedures
• Examine source code, provide feedback to development for product improvement, create test
cases, tools, or debug modules for our clients
• Produce coherent knowledge base articles to enable customers to resolve issues without further
escalation
• Work as part of a worldwide team responsible for diagnosing and troubleshooting software
problems within the Cloud Integration organization, supporting IBM Aspera
Required Professional and Technical Expertise :
• Strong understanding of container technologies, Kubernetes, cloud skills, and networking
protocols
• Knowledge of Unix and Windows platforms
• Proficiency in networking skills, such as TCP and UDP
• Troubleshoot technical issues (networking, web apps, operating system, file system and user
management) in the deployment of high-speed file transfer software in an enterprise environment
• Knowledge of Windows Active Directory/Group Policy, LDAP, SAML, SSO, etc.
• Scripting skills, such as Unix shell, Windows batch, Perl, Ruby or Python
• Basic skills in database server (MySQL) administration
• Communication and customer focus skills – understand customer problems and articulate
current status to customers
• Ability to communicate action plans to the client or IBM representative as appropriate
• Ability to recommend and implement new or improvements to existing technical support tools,
procedures, and processes

Required Technical and Professional Expertise
• English language skills including read, write and speak
• Provide troubleshooting and technical advice for IBM customers
• Provide technical leadership and guidance to both customers and internal project teams that are
geographically distributed
Applicants must be willing to work on a weekend rotation to lead diagnosis of critical customer
outages.

Preferred Technical and Professional Expertise
N/A