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Introduction

-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 priotizing your workload appropriately

-Create knowledge-based articles to assist customers with using the product

Rôle et responsabilités

IBM® Instana Observability is an observability platform that helps you analyze and troubleshoot microservices and containerized applications. It provides automated application performance monitoring, end-user experience monitoring, root cause analysis, and anomaly detection

 
We process and analyze millions of spans, traces, metrics, and events per second to provide actionable APM intelligence to our rapidly expanding customer base. Joining a multi-functional worldwide team, you will play a significant role in expanding Instana's excellent customer support.

 

As a Customer Support Engineer, you will participate in remote technical support for the Instana product. You will be part of an international team and organisation that is distributed around the globe. You will act as a global team member contributing to a seamless 24x7 "follow-the-sun" organisation. You will get to work with customers from everywhere in the world, you will experience different behaviours and attitudes with your customers and your peers, and you will learn to deal with cultural differences.

 

You will go beyond the industry standard technical support practices. You are expected to become an expert of the product, with a strong knowledge of product internals and a good understanding of how the solution is utilised in the business arena. Your priority is to assure the success of the clients through answering technical questions and resolving client product-related issues.

 

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.

 

You will find this to be an excellent opportunity to work with the latest technologies and to grow your skills. You will be challenged to never stop learning. We want you to grow for our customers, for our company and for your own career.

Formation requise
Baccalauréat
Formation souhaitée
Maîtrise
Expertise professionnelle et technique requise

 

  • 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-years experience in Computer Networks and Communications
  • At least 1-years experience with Cloud based platforms such as AWS,Azure, OpenShift, Google Cloud Provider
  • At least 1-years experience in micrcoservices architecture
  • English: Fluent, Mandarin: Fluent
Expertise professionnelle et technique souhaitée

 

  • 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-years experience with coding languages such as Java, Python, Go
  • Preferably 1-years experience with Application Servers (WebSphere, WebLogic, Tomcat)
  • Preferably 1-years experience using REST APISs
  • Preferably 2-year experience with OpenShift Container Platform/Kubernetes/Docker.

L'unité commerciale

Logiciels IBM insuffle de l'intelligence dans les opérations commerciales de base — de l'apprentissage machine à l'IA générative — pour aider à rendre les organisations plus réactives, plus productives et plus résilientes. Logiciels IBM aide les clients à mettre l'IA en action dès maintenant pour créer une valeur réelle avec confiance, rapidité et assurance dans les domaines du travail numérique, de l'automatisation informatique, de la modernisation des applications, de la sécurité et de la durabilité. La capacité d'utiliser toutes les données est essentielle à cet égard, car la valeur de l'IA dépend de la valeur des données qui l'alimentent. Dans la plupart des organisations, les données sont réparties sur plusieurs nuages, sur site, dans des centres de données privés et à la périphérie. La plateforme d'IA et de données d'IBM permet de faire évoluer et d'accélérer l'impact de l'IA avec des données fiables, et fournit des capacités de pointe pour former, ajuster et déployer l'IA dans l'ensemble d'une entreprise. La plateforme infonuagique hybride d'IBM est l'une des approches les plus complètes et les plus cohérentes en matière de développement, de sécurité et d'exploitation dans des environnements hybrides, ce qui constitue une base flexible pour tirer parti des données, où qu'elles se trouvent, afin de bien ancrer l'IA au sein d'une entreprise.

VOTRE VIE CHEZ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

À propos d'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.

Autres détails pertinents sur le poste

For additional information about location requirements, please discuss with the recruiter following submission of your application.