ASSOCIATE TECHNICAL SUPPORT ENGINEER

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 Associate Technical Support Engineer (ATSE) is responsible for delivering quality software support to Software AG engineers/customers and partners, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction.
The Associate Technical Support Engineer can independently handle moderately complex technical problems in his area of product expertise, and can develop solutions through research, collaboration or problem replication.
The Associate Technical Support Engineer works with general guidance from senior engineers and management, and in some areas may work independently.
Essential Job Functions Provide professional, courteous and prompt technical support for assigned complex system level software products.
This includes moderate scope problem prioritization, analysis, troubleshoot and devise resolution for issues requiring a review of identifiable factors.
Exercise judgment within defined procedures to determine appropriate action.
End result should be high level of customer satisfaction.
Conduct analysis and research of moderately complex technical customer problems.
Provides timely resolution and consistent customer communication.
Analyze SoftwareAG product logs, if applicable to the product line, analyze related information such as Java thread dump, heap dump, network log & garbage collection logs to provide root cause analysis and solutions for issues related to system memory management, clustering, SMTP, TCP/IP, SNMP, HTTP and HTTPs.
Execute Unit-Test fixes and when essential, regression test, bug fixes to ensure regression-free solution and production functioning per specifications.
Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates.
Plans should include Service Request Tracking System notes documenting environment, problem description, analysis, next steps (with task owners and dates), and a comprehensive solution description.
Ensure that any solutions that were not found easily through available documentation are recommended for publishing to the knowledgebase.
Demonstrate initiative in acquiring product skills in a single product family on several platforms, along with supporting technologies.
Develop product experience by installing, testing and using software products and attending formal and informal classes.
Provide afterhours coverage as required.
Required Technical and Professional Expertise Excellent at problem solving and talent for identifying creative solutions Ability to develop skills in emerging fields such as AI, IOT, Big Data, computer Security etc.
Skills of at least one Software AG product within their product line and basic understanding of other Software AG products Ability to effectively prioritize customer problems and manage multiple requests/expectations Excellent interpersonal and written communications skills.
Continue to develop professional, interpersonal and customer relations' skills Ability to interact with customers by providing support via phone, web, and email; as well as team-oriented interaction with all Support teams, field, and operational organizations Ability to specialize in a core Software AG product area which include IOT Analytics, Cloud, Enterprise Integration/API Integration, Artificial Intelligence, etc., and gain overall basic understanding of overall Software AG product portfolio Typically 0-1 years of relevant experience including Enterprise Application Integration (EAI), Distributed computing, and Relational database (Oracle, SQLServer, DB2) Hands-on Object-oriented programming (especially Java, but C++ or C# experience also beneficial) Experience with utilities like packet sniffers, analyzing, stack traces and core dumps, IDEs desirable HTML, XML, Internet and electronic commerce technology Familiarity with one or more major corporate enterprise Software Suites and standards is preferred (e.
SAP, PeopleSoft, Salesforce) Technical knowledge of UNIX/Linux, Windows or Open VMS Preferred Technical and Professional Expertise Typically 0-1 years of relevant experience Experience in a customer service or support role preferred Expertise in program logic applicable to the product line Bachelor's Degree or higher in fields such as (but not limited to) Computer Science, Computer Engineering or equivalent experience About Business UnitIBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient.
IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability.
Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it.
In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge.
IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business.
IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.
Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company.
They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers.
The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer? About IBMIBM's greatest invention is the IBMer.
We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since , we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain.
Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location StatementIBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly.
If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.
Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics.
IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.