L2 Support Engineer: IBM Security Systems -Guardium Technical Support

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

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.
Past successful team members have had:
·  A 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.

ibmsecjobs

Auto req ID

298674BR
Required Education

High School Diploma/GED
Role ( Job Role )

L2 Support Engineer
State / Province

MASSACHUSETTS
Primary job category

Software Development & Support
Company

(0147) International Business Machines Corporation
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

Up to 10% or 1 day a week
IBM Business Group

Security
Preferred Education

Bachelor's Degree
City / Township / Village

LITTLETON
Being You @ IBM

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.
Required Technical and Professional Expertise

·  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
·  1 year experience in Managing Client Expectations/Satisfaction
·  1 year experience in Problem Determination/Resolution
Country/Region

United States
Preferred Technical and Professional Experience

·  3 years of experience in Managing Client Expectations/Satisfaction
·  3 years of experience in Problem Determination/Resolution
Secondary Job Category

Other Software Development & Support
Eligibility Requirements

·  none
Position Type

Professional
Early Professional Track

Not Applicable - Professional Hire
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
Introduction

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Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

IBM is a leading provider of enterprise security solutions. Named by industry analysts as a leader in 12 security market segment categories, IBM Security is a multi-billion dollar business that is rapidly growing. In an industry focused on building walls, IBM Security is focused on creating an open, connected security ecosystem that leverages AI and cloud to help clients improve compliance, stop threats, and grow their business securely.
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.