IBM L2 Support Engineer: IBM Security Systems - Guardium Technical Support in Boston, Massachusetts

Job Description

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.

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.

This position must be located in one of the following strategic locations: Littleton, MA / Austin, TX / Raleigh, NC / San Jose, CA / Atlanta, GA

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.

Required experience and skill sets:

  • 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.

Desired experience and skill sets

  • 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

Required Technical and Professional Expertise

  • 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 Tech and Prof Experience

  • At least 3 years of experience in Managing Client Expectations/Satisfaction

  • At least 3 years of experience in Problem Determination/Resolution

EO Statement

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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.