Digital Business Automation Technical Support Professional

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
The IBM Business Automation Platform is an integrated platform that offers capabilities to digitize business operations. The platform provides products in core areas where automation and artificial intelligence provides benefits: Robotic Process Automation Process and Task Mining content workflow and decisions. IBM Business Automation offers design build run and automation services to rapidly scale programs and fully execute and operationalize an automation strategy. This role specializes in performing and enabling technical support for IBM Business Automation. Successful candidates will provide technical support assistance to customers using problem determination / problem source identification skills. They will utilize technical and negotiation skills in collaboration with development and other support organizations. This includes recommending and implementing improvements to existing technical support tools procedures and processes contributing to department goals and attaining organizational objectives through high customer satisfaction. Business Automation is a critical component in the middleware stack and plays a key role in IBM’s Automation strategy. As a Customer Support Engineer you will participate in the worldwide remote technical support team for our CloudPak Workflow and Decisions software. You will be part of an international team and organization that is distributed around the globe. You will act as a global team member contributing to a seamless 24×7 “follow-the-sun” support for IBM’s customers. You will be working with customers around the world. You will go beyond the industry standard technical support practices and will become an expert of the product with a strong knowledge of the product internal components as well as how the solution is utilized by customers. Your top priority is always going to be customer success and customer satisfaction by answering their technical questions and resolving their product related issues you will contribute to their success. This is going to be an excellent opportunity for you to work with the latest technologies and to grow your skills in one of IBM’s strategic imperatives and IBM’s Cloud Paks. You will be challenged to never stop learning as we want you to grow for our customers our company and for your own career. The Business Automation Technical Support engineer: · Provides technical support assistance to customers using problem determination/problem source identification skills. · Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. · Communicates action plans to the customer or IBM representative as appropriate. · Recommends and implements new or improvements to existing technical support tools procedures and processes. · May provide training for and mentor others on the team.

· Contributes to department attainment of organizational objectives and high customer satisfaction. · Documents problem solutions within the company knowledge base. · Writes and provides the customer with samples of test code. · Manages requests’ priorities on a daily basis. Your responsibilities Provide technical support assistance to customers using problem determination/problem source identification skills. Communicate action plans to the customer or IBM representative as appropriate. Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance. Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces). Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction. Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions utilizing technical and negotiation skills. Recommend and implement new or improvements to existing technical support tools procedures and processes. Contribute to department attainment of organizational objectives and high customer satisfaction. Demonstrate proficiency in the products supported by maintaining applicable technical certifications. May provide training for and mentorship for others on the team. Demonstrate excellent verbal and written communication skills.

Required Technical and Professional Expertise

• Basic knowledge in Operating system administration (Windows Linux)
• Basic knowledge in database administration (DB2 Oracle MS SQL)
• Basic understanding of Object-Oriented Programming
• Knowhow of middleware networking and APIs.
• Basic understanding of Containers.
• English: Fluent in speaking and writing.
• Analytical thinking structured problem-solving techniques
• Strong positive customer service attitude with sensitivity to client satisfaction.
• Must be a self-starter quick learner and enjoy working in a challenging fast paced environment.
• Strong analytical and troubleshooting skills including problem recreation analyzing logs and traces debugging complex issues to determine a course of action and recommend solutions.

Preferred Technical and Professional Expertise

• Basic knowledge of process/data mining
• Basic knowledge of LDAP
• Basic knowledge of AI technologies
• Basic knowledge of IBM’s Digital Business Automation Product Family
• Knowledge with Apache Flink and Kafka
• Knowledge with Elastic Search
• Knowledge with Kibana
• Knowledge with Containerization and Kubernetes
• Knowledge with OpenShift
• Knowledge with scripting (including Python JavaScript)
• Knowledge with products of IBM’s Digital Business Automation Product Family
• Knowledge with Process/Data Mining
• Knowledge with Containerization
• Knowledge with Apache Flink and Kafka
• Knowledge with Kubernetes
• Knowledge with Kibana
• Knowledge with Elastic Search
• Knowledge with AI technologies
• Fluent in speaking and writing in English and additional language(s)
• At least 1 year experience in Technical Support