SaaS Support Engineer

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 Support Engineer on the 24x7 support team, you will work directly with IBM Sustainability Software customers to solve complex Supply Chain Management cases and drive success. You will serve as a technical resource responsible for support delivery to both customers and their trading partner communities.

Responsibilities of a Support Engineer include but are not limited to:
·  Providing Technical Support for issues reported by IBM Sustainability Software customer who subscribe to the 24x7 Support option and their trading partners
·  Troubleshooting and analysing customer issues along with ad hoc customer calls, if there is a need.
·  Managing customer and business partner expectations and relationships.
·  Participating in issue resolution / incident management including ad hoc InFlight reporting/analysis to aid Engineering and other stakeholders on systemwide issue resolution.
·  Setting up test scenarios to replicate problems.
·  Composition of knowledge base articles describing issues that have been reported and their resolution.
·  Providing flexible work-hour coverage on a rotational shift model (including weekends).

Required Technical and Professional Expertise

·  Min 3 years of experience in Troubleshooting, analysing, and resolving technical issues reported by B2B Corporate Clients (example IBM Sustainability Software customer who subscribe to the 24x7 Support option and their Business and Trading Partners).
·  Demonstrate Strong communication Skills, both written and verbal. Willingness to work in a customer facing role, on a rotational shift model (including weekends). Participation in on-call/production-down support rotation
·  Knowledge or Awareness in EDI, File Transfer, Network Protocol Standards (including AS2, SFTP, X400, Peppol, OFTP2, WSG, HTTPS, TCP/IP).
·  Knowledge of Application and Platform Tracking and Monitoring tools, Operating systems skills (Unix, Linux)
·  Knowledge of Data mapping and translation skills, Deeper knowledge on Business process network / Workflow

Preferred Technical and Professional Expertise

·  Knowledge of B2Bi SaaS Skills (Including Sterling products: Connect Direct, SCBN, VAN, Webforms, B2B Integrator, Managed File Transfer or similar)
·  Troubleshooting skills, especially Java code / logs / Database (DB2 or Oracle)
·  Knowledge of Network troubleshooting skills (Sniffer logs, load balancers, VPN)
·  Familiarity with Containers (e.g. Dockers) and Kubernetes. Knowledge on RedHat OpenShift/AWS will be an added advantage.
·  Any Database knowledge IBM DB2, Oracle, Cassandra, MongoDB with querying skills (e.g. SQL).
·  Core Java / JEE preferred or any programming language proficiency.