- Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.
- Review diagnostic information to assist in the isolation of a problem cause (which includes interpreting traces and dumps).
- Synergistically work with Development Engineers for knowledge transfer and code improvement.
- Partner with other support teams and service units to provide seamless problem resolution that leads to delightful client perceptions.
- Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
- Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
- Demonstrate excellent oral and written communication skills.
- Ability to manage multiple issues for customers and prioritizing your workload appropriately.
- Create knowledge-based articles to assist customers with using the product.
Your role and responsibilitiesIBM Instana Observability is an observability platform that helps you analyze and troubleshoot microservices and containerized applications. It provides automated application performance monitoring, end-user experience monitoring, root cause analysis, and anomaly detection.
We process and analyze millions of spans, traces, metrics, and events per second to provide actionable APM intelligence to our rapidly expanding customer base. Joining a multi-functional worldwide team, you will play a significant role in expanding Instana's excellent customer support.
As a Customer Support Engineer, you will participate in remote technical support for the Instana product. You will be part of an international team and organization that is distributed around the globe. You will act as a global team member contributing to a seamless 24x7 "follow-the-sun" organization. You will get to work with customers from everywhere in the world, experience different behaviors and attitudes with your customers and peers, and learn to deal with cultural differences.
You will go beyond the industry standard technical support practices. You are expected to become an expert of the product, with a strong knowledge of product internals and a good understanding of how the solution is utilized in the business arena. Your priority is to assure the success of the clients through answering technical questions and resolving client product-related issues.
Technical Support Engineer responsibilities include resolving product configuration and usage, using remote desktop connection tools like MS Teams to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instructions, you will contact clients via phone and/or provide clear, written instructions and technical direction.
You will find this to be an excellent opportunity to work with the latest technologies and to grow your skills. You will be challenged to never stop learning. We want you to grow for our customers, for our company, and for your own career.
Required educationBachelor's Degree.
Preferred educationMaster's Degree.
Required technical and professional expertiseBachelor's Degree in Engineering, Computing or Computer Science.At least 2 years experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting.At least 2 years experience in Problem-solving technical software issues.At least 1 year experience in Computer Networks and Communications.At least 1 year experience with Cloud based platforms such as AWS, Azure, OpenShift, Google Cloud Provider.At least 1 year experience in microservices architecture.Preferred technical and professional experienceMaster's degree in Computer Science/Networks & Communications or other related fields.Preferably 2 years experience with Application Performance Management concepts and products.Preferably 1 year experience with coding languages such as Java, Python, Go.Preferably 1 year experience with Application Servers (WebSphere, WebLogic, Tomcat).Preferably 1 year experience using REST APIs.Preferably 2 years experience with OpenShift Container Platform/Kubernetes/Docker.ABOUT BUSINESS UNITIBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability.
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OTHER RELEVANT JOB DETAILSFor additional information about location requirements, please discuss with the recruiter following submission of your application.
Job Title: Customer Technical Support Engineer - Instana Observability
Job ID: 5300
City / Township / Village: Sydney
State / Province: Australia
Work arrangement: Hybrid
Area of work: Software Engineering
Employment type: Regular
Position type: Professional
No Travel
Company: (0008) IBM Australia Limited
Shift: General (daytime)
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