Principal Support Engineer, IBM Corporation, Herndon, VA (Up to 100% telecommuting permitted):
- Provide support for complex system-level software products by prioritizing, analyzing, and resolving issues requiring in-depth evaluation.
- Exercise judgment within defined procedures to select methods and techniques for obtaining solutions.
- Manage customer escalations effectively and ensure a high level of customer satisfaction.
- Lead escalations related to complex problems in client products, working with customers and R&D teams to resolve issues while ensuring clear communication and customer satisfaction.
- Perform root cause analysis of technical issues by reviewing diagnostics such as product logs, application code, Java thread dumps, heap dumps, network logs, and garbage collection logs to address problems related to system memory, clustering, SMTP, TCP/IP, SNMP, HTTP, and HTTPS.
- Create and document troubleshooting plans for each request and provide customers with frequent status updates, ensuring progress is tracked in the Service Request Tracking System.
- Develop and share product knowledge for self-service consumption and instruct customers on available self-service resources such as eService.
- Acquire and demonstrate expertise in three or more product families across platforms and supporting technologies by installing, testing, and using software products and attending training sessions.
- Develop and maintain test environments to reproduce and verify solutions for technical problems.
- Oversee and report on installation testing during product release cycles.
- Drive issue resolution with R&D teams during the product problem resolution cycle.
- Define and report on product supportability and readiness issues during the product life cycle.
- Assist in scheduling team resources and identifying continuous improvement opportunities to enhance customer service efficiency.
- Lead team training sessions for new products or releases and create technical documentation.
- Utilize: Integration server, Trading Networks, My webMethods, Oracle, Java, J2EE, MQ, EDI, Linux, API Gateway.
Required: Bachelor's degree or equivalent in Computer Science, Computers/Electronics Engineering, Information Systems Technology, Systems Engineering or related and five (5) years of experience as a Software Developer, Technical Support Specialist or related. Five (5) years of experience must include utilizing Integration server, Trading Networks, My webMethods, Oracle, Java, J2EE, MQ, EDI, Linux, API Gateway. $187010 to $205711 per year. Full time. AV203.
Bachelor's degree or equivalent in Computer Science, Computers/Electronics Engineering, Information Systems Technology, Systems Engineering or related and five (5) years of experience as a Software Developer, Technical Support Specialist or related. Five (5) years of experience must include utilizing Integration server, Trading Networks, My webMethods, Oracle, Java, J2EE, MQ, EDI, Linux, API Gateway.