As a Client Facing Technical Support Professional, you will:
• Provide remote technical support assistance to our clients using problem determination and
problem source identification skills
• Communicate action plans and recommendations to our clients and ensure their satisfaction
with the resolution or root cause analysis
• Flex your programming and technology skills to drive problem resolution using existing and
new technical support tools and procedures
• Examine source code, provide feedback to development for product improvement, create test
cases, tools, or debug modules for our clients
• Produce coherent knowledge base articles to enable customers to resolve issues without further
escalation
• Work as part of a worldwide team responsible for diagnosing and troubleshooting software
problems within the Cloud Integration organization, supporting IBM Aspera
Required Professional and Technical Expertise :
• Strong understanding of container technologies, Kubernetes, cloud skills, and networking
protocols
• Knowledge of Unix and Windows platforms
• Proficiency in networking skills, such as TCP and UDP 
• Troubleshoot technical issues (networking, web apps, operating system, file system and user
management) in the deployment of high-speed file transfer software in an enterprise environment
• Knowledge of Windows Active Directory/Group Policy, LDAP, SAML, SSO, etc.
• Scripting skills, such as Unix shell, Windows batch, Perl, Ruby or Python
• Basic skills in database server (MySQL) administration
• Communication and customer focus skills – understand customer problems and articulate
current status to customers
• Ability to communicate action plans to the client or IBM representative as appropriate
• Ability to recommend and implement new or improvements to existing technical support tools,
procedures, and processes