Cloud Brokerage Technical Support Engineer
Location:
Austin , Texas
Posted:
October 17, 2017
Reference:
107102BR
Be part of exciting technology and growing field - cloud technology and management. Cloud is at the center of IBM's product strategy and growth sector. By being part of the Brokerage services under GTS, the Cloud Brokerage Technical Support  Engineer(SE), will be able to work with key technologies, business solutions and customer use cases that shape this space.  We are hiring several engineers as part of our Austin, Texas location.The goal of our support group is to delight our customers by responding quickly and effectively to customers' technical and product support needs. Our support team leverages technical/product expertise to resolve customer issues and questions and enable customer success by helping customers overcome technical/product challenges.  An ideal candidate will be one who is passionate about contributing to our efforts to achieve high customer satisfaction.

 The job responsibilities of the Sustaining Engineers include but are not limited to the following:
  • Monitor Help Desk requests
  • Monitor Platform uptime & availability
  • Troubleshoot system issues, help recreate customer issues
  • Provide day to day support to external and internal users.
  • Serve as primary support liaison between Engineering and Customer success and customer.
  • Keep customer informed of how and when problems are resolved via COPs.
  • Triaging, diagnosing, troubleshooting and documenting tickets, referring more complex tickets to Tier 2, supervisor or other technical staff.
  • Follow RCA process; engage Engineering and other stake holders as and when required.
  • Filter and deflect the known issues, identify workarounds and optimize Engineering time in handling escalations.
  • Work closely with Engineering; reproduce the issue in Dev instance with all tools, identify RC and point out defects in code to facilitate quick Engineering resolution.
  • Periodic check points with all stakeholders to insist customer SLAs / priority while resolving customer escalations.
  • Determine criticality of issues and engage appropriate internal IT organizations during critical business impacting issues.
  • Monitor support tools and interact with other team members to follow up on any alerts; Customer reported performance issues or other appropriate monitoring activities to maintain a robust application availability environment.
  • Participate in an on-call rotation in support of critical after hours escalations.
  • Assist with projects, releases or production deployments as required.
  • Solid customer escalation handling capabilities - Provide on-time solutions.
  • Become Face of customer to the organization and resonate with the sole motive to delight the customer. External (customer facing) knowledge Base articles.
  • White papers and Solution Docs - Contribution to Cloud / CSB community.
  • May perform other job duties as directed by manager.

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IBM is the world’s largest information technology company with more than 360,000 employees serving clients in 170 countries.

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