IBM Technical Support Professional 

India, Karnataka, Bengaluru 

82797601

Your responsibilities will include reviewing diagnostic information, troubleshooting, problem recreation and debugging complex product issues to determine course of action and/or solutions.

You’ll be expected to:

• Collaborate on complex technical issues to become a subject matter expert in the Guardium data security solution and supporting technologies.
• Provide technical support to clients and/or IBM field support leveraging superior communication, client management, and problem determination/problem source identification skills.
• Contribute relevant and timely content to improve client self-sufficiency.
• Interact directly with Development, Sales, offering Management, Services, QA to verify product defects and enhancements and advocate for ongoing product improvements.

Required Technical and Professional Expertise

• At least 1-year experience in Managing Client Expectations/Satisfaction
• At least 1-year experience in Problem Determination/Resolution
• English: Fluent.
• Passion for customer care and customer satisfaction.
• Previous experience in a customer facing technical support role is required (preferably a support role).
• A successful track record in developing and managing customer relationships.

Preferred Technical and Professional Expertise

• Experience in shell scripting, Perl, and SQL
• Experience of a programming language such as Java, C/C++
• Knowledge of networking concepts
• Basic knowledge in Enterprise DBMS, such as Oracle, Microsoft SQL Server or IBM DB2
• Experience in Windows and Linux operating systems
• At least 3 years of experience in Managing Client Expectations/Satisfaction
• At least 3 years of experience in Problem Determination/Resolution