IBM Technical Support Engineer in New York, New York

This position is available in Foster City, California, Silicon Valley Lab, RTP, North Carolina or Littleton, Massachusetts.Sponsorship is not available.The IBM StrongLoop, IBM API Connect and IBM DataPower team is looking for a Technical Support Engineer (TSE) who loves working with high performing teams, wants to work with cutting edge Node.js technology, and thrives on helping customers become successful with mobile/API projects. API Connect integrates IBM API Management and IBM StrongLoop® offerings into a single offering that provides a comprehensive solution to create, run, manage, and secure APIs and Microservices. In this role you will have an opportunity to make a big impact by helping build and lead a global support team that excels in delighting our customers. This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions.As a TSE, you will:

  • Provide troubleshooting and technical advice for StrongLoop, API Connect and DataPower customers

  • Represent StrongLoop in the Node developer communities (Stack Overflow, Google groups, DevWorks, Twitter, Gitter)

  • Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed

  • Write sample code, blogs and review documentation

  • Produce coherent knowledge base articles to enable customers to resolve issues without further escalation

  • Be part of the team that conceives and delivers new cutting edge customer support offerings

  • Provide technical support assistance to clients and/or IBM field support (SSRs) using problem determination/problem source identification skills

  • Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution

  • Communicate action plans to the client or IBM representative as appropriate

  • Recommend and implement new or improvements to existing technical support tools, procedures, and processes

  • May provide training for and mentor others on the team

  • Contribute to department attainment of organizational objectives and high client satisfactionTo be successful, you will need:

  • Passion for handling technical challenges and be goal and results oriented

  • Excellent communication skills and technical knowledge to advise and lead customers who are developing enterprise mobile applications

  • Proven listening, detail-oriented thinking, and creative problem solving skills

  • Ability to work in highly collaborative global organization

  • Be open to flexible schedule in a 24/7/365 support environmentWhat we look for:

  • Hands on experience in JavaScript and other programming or scripting languages (Node.js strongly preferred )

  • Proven Linux command line and/or system administration skills, windows administration experience a big plus

  • In depth experience of mobile application and web development is a definite plus

  • BS/BA in CS and 3+ years track record in technical support or in a customer facing role working with enterprise software

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.cldeperbp

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

  • 1 or more years experience in and a track record in technical support or in a customer facing role working with enterprise software

Client Technical Engagement