IBM Support Engineer for IBM Internet of Things (IoT) in DUBLIN, Ireland

The Role To provide quality support of IBM Watson IoT products with a high degree of customer satisfaction, technical expertise and timeliness. The position has frequent contact with customers, peers and managers and may also have contact with independent software vendors and distributors. Duties and Responsibilities

  • Provide expert and creative solutions to user problems and ensure user satisfaction and productivity

  • Liaise with other support personnel and development staff in order to achieve a timely solution to bugs and problems within IBM Rational products

  • Communicate directly with customers who are carrying out requirements engineering for complex software and systems and working in different development environments using a wide variety of IDEs and third party tools

  • Diagnose, troubleshoot and respond promptly to incoming product issues that can be complex in nature

  • Escalate unresolved issues to development.

  • Provide support in accordance with current standards and service level objectives

  • Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users

  • Work with other IBM departments to solve technical issues as needed.

  • Identify and escalate critical problems at major accounts

  • Handle escalated cases from other support teams

  • Assist other support engineers in support of complex issues when required

  • Contribute to the development of a technical knowledge base

  • Work as an active team member providing ongoing feedback and suggestions for improvement.

  • Provide updates to customers and management on open cases

    The jobholder will also be required to carry out duties from time to time which are reasonable, within the capacity of and relevant to the role. Qualifications and Skills RequiredEducation / Experience

  • Computer Science degree or equivalent qualified

  • Knowledge of Object Oriented programming (OOP)

  • Experience of working in a development or test environment

  • Knowledge of UNIX shell scripting, perl or Window batch programming

  • Knowledge of UNIX or Windows system administration

  • Understanding of TCP/IP and networking

  • Experience with modelling e.g BPMN, UML desirable

  • Understanding of Enterprise Architecture desirable

  • Understanding of Requirements Management desirable

  • Experience of working in a support environment desirable

  • Experience of build and release management desirable

  • Experience of configuration management tools (Synergy/CM, ClearCase etc.) desirable

  • Understanding of databases (e.g. Informix, Oracle) and SQL desirable

  • Experience of C or C++ programming desirable

  • Fluent English

  • Fluent French / German desirable

Person Profile

  • Ability to interact effectively at all levels

  • Ability to work well in both a team environment and independently

  • Ability to multi-task and work on a wide range of problems with diverse scope and complexity

  • Ability to learn quickly

  • Excellent customer-facing and interpersonal skills

  • Proven analytical and problem-solving skills

  • Excellent written and verbal communication skills

See job description.

Internet Of Things