Support Engineer - AppDev Developer - US shift

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 ACS Application Support Engineer role requires a well-organized action-oriented team player with exceptional time management and strong written and oral communication skills to drive customer facing support issues in a fast-paced environment. As an Application Development and Integration Support Engineer the candidate will be responsible to ensure our SaaS offering is meeting our SLOs. The candidate will engage in all aspects of providing world class customer support. This role specializes in helping our customers resolve issues using our products such as Blockchain APIc IOT APPConnect. The role requires excellent collaboration with team members other IT organizations key stakeholders and business partners to meet the needs of the business as well as that of the customers.

Responsibilities

• Providing world class support by performing problem analysis evaluation recreation and resolution of client reported problems
• Utilize Blockchain APIc IOT APPConnect
• Problem Determination and troubleshooting
• Documenting problem resolution process and procedures
• Monitoring the IBM Cloud environment to provide optimum system availability
• Training and sharing information
• Providing timely updates on assigned projectsar field

Required Technical and Professional Expertise

• Proven experience in Software Development
• Demonstrated track record of success in providing technical support emphasising a focus on customer satisfaction
• Troubleshooting capabilities
• Hands-on experience in Managing Client expectations/Satisfaction and Problem Determination/Resolution
• Fluency in English (both verbal and written)

Preferred Technical and Professional Expertise

• Knowledge of SW Development in Iaas/Paas environment
• Knowledge of Cloud development environment
• Devops
• Network diagnostic skills using utilities like dig traceroute mtr and others