Technical Support Engineer

Job description

Introduction
Guardium Support is seeking a Technical Support Professional to join our team. If you are a Sys Admin or have relational database experience this job is for you!
The IBM Guardium Data Security platform provides the most widely used solution for monitoring and securing corporate information and preventing information leaks from enterprise databases and Big Data environments. The Guardium platform monitors and prevents unauthorized or suspicious activities by privileged insiders, potential hackers, and end-users of enterprise applications.

Your Role and Responsibilities

As a Technical Support Professional, you will play a key role in helping our clients successfully administer their Guardium environments.

You’ll be expected to:
·  Providing Level 2 technical support across the Guardium security platform
·  Coverage during EMEA timezone hours as well as coverage for offshift -weekend call out
·  Ensures support requests from clients are worked within the expected SLA and with high quality, while also providing clearly written/structured updates and ultimately a final resolution within the support ticket
·  Act as the liaison between the customer and the development teams to resolve field issues and determine root causes.
·  Reproduce customer reported issues in a lab environment and validate solutions.
·  Performing in-depth problem diagnosis and creating action plans
·  Analyzing traces & logs and performing remote diagnosis
·  Engages with clients to understand their current implementation and future.
·  Communicating with customers via email, telephone and WebEx
·  Escalating new defect issues to L3/Development
·  Technically owning and managing customer issues through to resolution
·  Installing and maintaining products in test environments
·  Collaborate on complex technical issues to become a subject matter expert in the Guardium data security solution.
·  Team members work closely with each other, development, and other teams to resolve complex issues and provide the best possible customer experience. If you love technology, tackling complex challenges, and leveraging your technical expertise to help others, we want you to be part of our talented worldwide technical support team.
The preferred candidate must be a self-starter and enjoy working in a challenging and driven environment. You will collaborate with other IBM product development and support/services teams worldwide to assist in problem root cause diagnosis and provide seamless resolution to our clients.

Required Technical and Professional Expertise

·  Passion for customer care and customer satisfaction
·  Proven analytical and problem-solving skills
·  Strong communication skills, both oral & written
·  Knowledge of System Administration in Windows or various Linux distributions
·  Fluency in English a must
·  Experience in a customer facing technical support role

Preferred Technical and Professional Expertise

·  Basic knowledge in Enterprise DBMS, such as Oracle, Microsoft SQL Server or IBM DB2
·  Experience in Windows and Linux operating systems
·  Networking fundamentals, Networking Security, TCP/IP & Internet protocols I,e, HTTP/HTTPs
·  Knowledge in shell scripting, Perl, and SQL