IBM Technical Support Engineer 

Spain, Community of Madrid, Madrid 

252953875

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.