Technical 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
Join the team building the next-generation partner solutions at Apptio. The Partner Technology Services team will work closely with our partner ecosystem and internal teams to develop and bring to market joint solutions. This role involves understanding the technical needs of our partners, architecting solutions that serve both our partners and customers, and being the technical liaison between our company and partner organizations. Provide technical support and training to our partners to ensure successful implementation and adoption of joint solutions.

Required Technical and Professional Expertise

·  Support and maintain customers who have implemented the Apptio SaaS solution, resolving customer issues in a timely fashion.
·  Operational management of clients (e.g. helping loading new data, maintaining and validating dashboard/report outputs, etc...)
·  Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.
·  Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.
·  Use your business and technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices.
·  Collaborate with other departments in the company to achieve customer satisfaction.

Preferred Technical and Professional Expertise

·  Knowledge and application of relational database concepts.
·  Basic programming skills and web development understanding, e.g. Ruby on Rails, JAVAScript, HTML, CSS, SQL
·  Experience with Cloud computing (AWS/Azure/GCP)
·  Skilled at working with large data sets in Excel, quickly detecting and resolving data-related issues.
·  Skilled at completing technical design via iterative mockups.
·  Specific knowledge and application of IT services and financial
·  management including budgeting cost allocations, capital & operating
·  expense handling, program portfolio management, and application /infrastructure support.
·  Operational knowledge of IT infrastructure domains including data centers,
·  network / communications, server utilization, virtual environments, storage, and application development & maintenance.
·  Strong analytical and problem solving skills.
·  Strong skills in data analysis/manipulation.
·  Ability to quickly comprehend complex spreadsheets/data in order to streamline the underlying processes into the Apptio solution; versed in formulaic logic (e.g. Excel).
·  Self-starter – able to come up to speed on complex, difficult concepts with minimal assistance.
·  Ability to quickly context-switch between multiple complex work streams.
·  Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint root cause of issues.
·  Client-focused attitude — a customer advocate.
·  Team player with solid communication and presentation skills.