Technical Support Professional

IBM Software Support Organization is seeking a Technical Support Professional to join our team! IBM Software Technical Support Engineers take pride in helping customers by solving problems and answering questions both large and small. Support Engineers develop a mastery of our different products and use that knowledge to enable customers to overcome problems while sharing best practices. This important role is a hub within the company. Technical Support Engineers take questions, issues, and feedback from users and work with Solution Architects, Product Management and Engineering to continuously improve our solutions. Additionally, Technical Support Engineers are encouraged and provided the opportunity to hone their technical skills and deepen their knowledge.

Areas of responsibility include

Engage on cases effectively in a timely manner working as part of a Global 24X7 team.
Work closely with Engineering and Operations on resolving escalated cases.
Educate customers to help them become product experts.
Write knowledge base articles based on customer questions.
Develop and maintain strong customer relationships.
Provide technical engineering support, as part of our Technical Support Team, to resolve customer issues by performing diagnostics, performance optimization, incident analysis, solution partner recommendations, and product knowledge transfer.