Support Engineer

IBM Data and AI team is looking for a technical support engineer to join our team that is supporting IBM leading Data & AI products on-Prem & multiple cloud platforms. As part of this team, you will have opportunity to work on supporting our customers that are utilizing multiple tools to build next generation of intelligent data fabric, databases and analytics tools. Your responsibilities will include:
Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding its scope
Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness
Utilizing technical and negotiation skills and collaborate with the Development teams to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.
Make timely, accurate and complete updates in case information to document all activities relating to the clients' reported problems
Communicating updates and action plans to customer or IBM representative via the support portal, phone and email as per response guidelines
Recognize and minimize client impact by using timely and appropriate escalation processes to engage other Support teams.
Adhere to the first response and case update frequency SLA and continuously improve the response and resolution time to maintain high customer satisfaction.