Technical Support Engineer II
About the Role:
We are seeking a Technical Support Engineer II who will provide technical knowledge to resolve customer issues and offer guidance on product usage. You must be comfortable communicating with customers, managing a support queue, and have general debugging skills.
Responsibilities:
* Accurately assess customer needs, set and meet expectations.
* Provide ongoing technical support and guidance to customers using defined support guidelines.
* Perform problem verification by confirming customer's environment, error messages, and symptoms of a problem.
* Independently diagnose complex problems and duplicate customer issues where possible using standard utilities and software tools.
* Provide status updates to management of ongoing high-risk cases.
* Work effectively across multiple teams to research and resolve product or customer issues.
* Some after-hours, weekends, and on-call responsibilities may be required.
Qualifications:
* A natural tendency for problem-solving and strong analytical and resolution skills.
* Strong interpersonal and communication skills.
* Able to learn new technologies if needed.
* A basic understanding of operating systems and middleware.
* IBM Z architecture knowledge: usage and development.
* Experience with z/VM, z/OS, Linux on Z.
* Experience with VSE platform as a user, administrator, or operator.
* A minimum 3 years of experience in VSE operating system skills: usage, installation, and administration.
* A minimum 3 years of experience in IBM zSystems architecture knowledge: usage and development.
* A minimum 3 years of experience in VSE debugging skills.
* An understanding of Agile principles.
PREFERRED SKILLS:
* A minimum 3 years of experience in LE and Compilers programming.
* A minimum 3 years of experience in VSE HLASM and C programming.
Education:
A Bachelor's degree or better in Computer Science is preferred.