Job
Description
Introduction Guardium, IBM's Data Security solution, is seeking a Technical Support Professional to join our team! The IBM Guardium Data Security platform provides the most widely-used solution for monitoring and securing corporate information and preventing information leaks from enterprise databases and Big Data environments. The Guardium platform monitors and prevents unauthorized or suspicious activities by privileged insiders, potential hackers, and end-users of enterprise applications. Our client base is worldwide so our global team provides 24X7 support to leaders in the financial, health, insurance, retail, federal and state government sectors just to name a few. Your Role And Responsibilities As a Technical Support Professional, you will play a key role in helping our clients successfully administer their Guardium deployments while also helping our product develop and grow throughout the product life cycle. Team members work closely with each other, development, and other teams to resolve complex issues and provide the best possible customer experience. If you love technology, tackling complex challenges, and leveraging your technical expertise to help others, we want you to be part of our talented worldwide technical support team. 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, Product Management, Services, QA to verify product defects and enhancements and advocate for ongoing product improvements. The preferred candidate must be a self-starter and enjoy working in a challenging and driven environment. You will collaborate with other IBM product development and support/services teams worldwide to assist in problem root cause diagnosis and provide seamless resolution to our clients. Our engineers are expected to become product subject matter experts by continuously enhancing and growing technical and communication skills. You will have many opportunities to present your technical experience to both internal and external audiences. Preferred Education Master's Degree Required Technical And Professional Expertise 5+ years of experience 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. Bachelor or Masters Degree in Computer Sciences or Information Systems At least 1 year experience in Managing Client Expectations/Satisfaction At least 1 year experience in Problem Determination/Resolution Readiness to travel 10% travel annually English: Fluent Preferred Technical And Professional Experience 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 3 or more years of experience in Managing Client Expectations/Satisfaction 3 or more years of experience in Problem Determination/Resolution Show more Show less
