Position Role
Support Engr
Project Summary
To provide L2 Support for IBM MobileFirst Platform (a mobile application development platform)
Responsibilites - In detail
Role & Responsibilities
As an Advanced Technical Support engineer, you are required learn the product as well as its usage in the real world customer scenarios. This is NOT a call center job and requires very high levels of technical depth to troubleshoot the problems that may occur in IBM products, operating systems, networks, databases, applications, third party products as well as custom codes. In addition, you will :
• Become a tech SME for our flagship products family
• Analyze customer problems & service requests and resolve them within agreed service levels
• Use troubleshooting/ debugging techniques and tools to analyze technical problems.
• Engage Development teams for issues that need a resolution through code fixes.
• Increase IBM's Self-Help knowledge base, by creating knowledge articles wherever needed.
• Provide feedback to the Development Team on Product feature enhancements. Provide Test cases to the Test Team.
• Product related assistance to Pre-Sales / Sales/Deployment Teams
• Create wikis, blogs, tech-notes, technical trainings, webcasts for educating Customer and Business Partners
• Provide technical support for critical issues on Weekends/ Public holidays on rotation basis
Key Technical Skill
Required Technical Skills:
• Experience with IBM MobileFirst Platform Foundation
• Mobile Development
• iOS (Swift, Objective C, CocoaPods, Xcode, Native API)
• Android (Java, Android Studio, Gradle, Native API)
• Client-side JavaScript (Cordova, NPMJS, plugins)
• Server-side Development
• Java
• Server-side JavaScript / NodeJS
• RESTful APIs
• - Systems IT and Debugging
• - Log generation and analysis
• - WebSphere Security Framework: TLS, Certificate Chains, User Management (LDAP, etc.) OAuth2
• - Web Server Installation, Maintenance, and Configuration (Tomcat, Liberty, WAS Base/ND)
• - Network traffic capture and analysis (TCPDump, WireShark, Charles Proxy, etc.)
• - Must be comfortable with the Command Line Interface (Shell, Terminal, Bash, etc.)
• - Database Management: DB2
Desired Skills
Desired (Good to have) Technical Skills:
• Mobile Development
• JavaScript Frameworks: AngularJS, Ionic, Dojo, React*, jQuery
• Push Notifications (APNS, FCM, etc.)
• Windows Phone: Xamarin / C#, Visual Studio, NuGet
• DevOps (GIT, RTC, UCD, etc.)
• On-device database (JSONStore, Cloudant, etc.)
• Server-side Development
• Swagger / OpenAPI
• ElasticSearch
• Maven
• - Systems IT and Debugging
• - WebSphere ND Clustering, Network Deployment Topologies
• - Network routing and management via Reverse Proxies, Load Balancers, and Firewalls. (DataPower, IHS, F5)
• - Server Operating Systems: Linux, AIX, Windows Server
• - Java: IBM Java, Oracle, OpenJDK
• - Performance and Memory Management: Thread dump generation and analysis, Garbage collection, etc.
• - Cloud Technologies: IBM Cloud, ICP, Docker, Helm
• - Database Management: MS SQL, MySQL, Oracle, Cloudant
• - PureApp
• - Secure Gateways: ISAM, WebSeal, SiteMinder
• - Rational License Key Server
• Clear and effective communication skills (oral and written English)
• Excellent email and telephone etiquette
• Listening skills. Analytical and problem solving skills
• Ability to work as a part of a global team, despite the diversity(cultural, geographic and other differences)
• Readiness to work in 24*7 rotational shifts including Weekends
Experience Level
3+ years
Interview Process
4 levels of interviews (Technical, Managerial, Client, HR).