Customer Technical Support Engineer - Instana Observability

Job Description

Job Title Customer Technical Support Engineer - Instana Observability Your Role and Responsibilities - Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance. - Review diagnostic information to assist in the isolation of a problem cause (which includes interpreting traces and dumps). - Synergistically work with Development Engineers for knowledge transfer and code improvement. - Partner with other support teams and service units to provide seamless problem resolution that leads to delightful client perceptions. - Demonstrate proficiency in the products supported by maintaining applicable technical certifications. - Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction. - Demonstrate excellent oral and written communication skills. - Ability to manage multiple issues for customers and prioritizing your workload appropriately. - Create knowledge-based articles to assist customers with using the product. Technical Support Engineer Responsibilities Technical Support Engineer responsibilities include resolving product configuration and usage, using remote desktop connection tools like MS Teams to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instructions, you will contact clients via phone and/or provide clear, written instructions and technical direction. Required Education Bachelor's Degree Preferred Education Master's Degree Required Technical and Professional Expertise Bachelor's Degree in Engineering, Computing or Computer Science At least 2 years experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting At least 2 years experience in Problem-solving technical software issues At least 1 year experience in Computer Networks and Communications At least 1 year experience with Cloud based platforms such as AWS, Azure, OpenShift, Google Cloud Provider At least 1 year experience in microservices architecture Preferred Technical and Professional Experience Master's degree in Computer Science/Networks & Communications or other related fields. Preferably 2 years experience with Application Performance Management concepts and products Preferably 1 year experience with coding languages such as Java, Python, Go Preferably 1 year experience with Application Servers (WebSphere, WebLogic, Tomcat) Preferably 1 year experience using REST APIs Preferably 2 years experience with OpenShift Container Platform/Kubernetes/Docker. About IBM IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world. Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world. Other Relevant Job Details For additional information about location requirements, please discuss with the recruiter following submission of your application. Job ID: 5300 City: Sydney Country: Australia Work arrangement: Hybrid Area of work: Software Engineering Employment type: Regular Position type: Professional No Travel Company: (0008) IBM Australia Limited Shift: General (daytime) #J-18808-Ljbffr