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 Technical Support Engineer (TSE) 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 TSE can independently handle moderately complex technical problems in his area of product expertise and can develop solutions through research collaboration or problem replication. TSE 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.

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
• Capable diagnostic and debugging skills such as analyzing Java stack traces core dumps debugging complex JVM memory or high CPU issues using thread dump and heap dump are preferred
• Typically 1-2 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++ 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.g SAP PeopleSoft Salesforce)
• Technical knowledge of Mainframe UNIX/Linux Windows or Open VMS
• Expertise in program logic applicable to the product line.

Preferred Technical and Professional Expertise

• Experience in a customer service or support role preferred
• Expertise in program logic applicable to the product line
• Bachelor’s degree or foreign equivalent in Computer Science Computer/Electronics Engineering Telecommunications or a relevant technology-centered field and 1 years of experience reflecting demonstrable ability in the skill set described above; alternatively Master’s degree in Computer Science Computer/Electronics Engineering Telecommunications or a relevant technology-centered field and no experience required.