IBM Tier 3 Support – Tech Lead – Trusteer in TEL AVIV, Israel

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.

    Basic Qualifications:

  • 3+ years’ experience in similar technical support and/or deployment position – MUST

  • Proven experience with the following technologies: Network architecture and terminology, HTML, JavaScript, CSS, ASP and/or PHP, SQL and Web servers.

  • 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

  • Project Management