Job Description Trusteer, a part of IBM Security Group, is seeking a Tier 3 Tech Lead Engineer. Tier 3 Tech Lead is one of the most skilled and technically competent members of IBM Trusteer Technical Support organization. He provides in-depth system and application technical support while ensuring that all service level agreements and customer satisfaction goals are achieved.Responsibilities:
Focal point and assistance in the investigation of complex issues handled by all support levels.
Work closely with R&D, Product Management, and PMO on serviceability aspects of the products including representing support needs and feedbacks at product release lifecycle stages.
Responsibility for training and knowledge transfer to support from Product, R&D, Security, Deployment and the Operation teams.
Define & Develop internal tools to reduce the handling time and investigation efforts for support cases.
Responsible for customer interactions/communications while being the support liaison between customer, Product Management, R&D, Security and Business units.
Perform in-depth troubleshooting including remote sessions, reading system dumps and going through the product code level to identify and solve complex support issues that were escalated by other support levels.
Maintain a low rate of non-bug escalations to the development team.
Write technical notes and troubleshooting procedures to be used by the entire support organization.
Managing assigned cases to meet service levels.
3+ years’ experience in similar technical support and/or deployment position – MUST
Experience in Windows Desktop/Server troubleshooting, Active Directory, GPO, batch files & registry, Installation, and configuration of Windows desktop applications and Windows IT operations.
Knowledge in Network topology and troubleshooting in L2, routing, protocols and load balancing. NAT, TCP/IP, FTP, HTTP and SSL.
Good knowledge of, Linux and Mac operating systems.
Experience working with internal teams such as – R&D, Product Management, Operations, and NOC.
Troubleshooting capabilities and ability understand flows and provide creative technical solutions.
Capabilities of building organized processes and structured formal documentation.
Multi-tasking, self-learning, highly motivated and a team player.
Fluent English and excellent customer facing and communication skills (both verbal and written).
Preferred Qualifications (if any):
Software security background
Experience in Windows SysInternals / Kernel (KMDF), Debugging Tools, Interrupts & Exceptions, Error Reporting, Dump Analysis, Multitasking/Multiprocessing, WDM and Memory Management.
AWS Network topology & Frameworks
Experience in a multinational organization