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
We are looking for Technical Support Professioals to join the IBM Sterling Order Management SaaS support team. This team of highly skilled and motivated individuals provide technical support to IBM clients.
- Provide remote technical support to enterprise-level customers to resolve complex issues with implementation, deployment, operations and performance
- Recreate client environments and simulate problems to help isolate root cause, and validate potential solutions
- Apply knowledge of IBM Cloud infrastructure and operations through hands on usage of emerging technologies and platforms including Docker containers, Red Hat Open Shift and Kubernetes orchestration
- Utilize technical and negotiation skills to collaborate closely across a broad cross-functional community including DevOps, Engineering , Offering Management teams to triage issues, and to deliver quality, scalability, and serviceability into our offerings.
- Perform application-level monitoring on production environments, while driving continuous improvement into alerting, and runbooks to deliver a proactive model for SaaS Support

Required Technical and Professional Expertise
- Strong communication Skills, both written and verbal.
- Work in a customer facing role, on a rotational shift model basis, participation in on-call/production-down support rotation.
- Experience developing, deploying, debugging of Java / J2EE applications
- Knowledge Java, K8s, Docker
- Database administration skills and an understanding of SQL and relational databases
- Unix/Linux/Windows system administration skills
- Ability to multi-task and re-prioritize under pressure
- Interest to be in a client-facing role, working with leading edge technology and commercial Supply Chain and e-Commerce vendors.

Preferred Technical and Professional Expertise
- Familiarity cloud-native technologies including Docker containers, Red Hat Open Shift, Kubernetes orchestration, NoSQL databases such as Cassandra or CouchDB
- Familiarity with other programming models and open standards including AngularJS, RESTful APIs, Java Messaging Service (JMS), Apache Kafka or RabbitMQ
- Understanding of Agile Development principles and practices.