Level 3 Support Engineer

We live in a moment of remarkable change. Data and technology are transforming industries, society and even the workplace—by creating professions that didn’t exist before the emergence of data, cloud, social and mobile. IBM is a leader in this global transformation and just the place to launch your career, or start a new one, and develop skills for navigating this new world. At IBM, you’ll collaborate with extraordinary people in a creative environment to make the world work better.

IBM Bucharest Software Lab is part of IBM’s global Advanced analytics division, providing solutions that span finance, sales and operations transform systems of engagement and infuse scenarios and predictive intelligence into financial performance initiatives.

Job Description

We’re seeking a talented Software Level 3 Support Engineer. You will continuously assist and resolve a wide variety of technical requests, inquiries and complaints while using extensive technical knowledge to do so. You will be involved in building a new generation, cloud first, large financial application that wants to set itself apart from the existing thick client based predecessors. You must be a self-starter and be able to take initiative and work autonomously.

Responsibilities:
• Work closely with the scrum master and peer engineers to plan, execute and review day by day tasks and challenges
• Handle inbound technical inquiries effectively and efficiently through the use of proactive customer service and call control techniques and proven technical troubleshooting procedures
• Confirm detailed system configuration and problem description
• Resolve customer questions/concerns efficiently and effectively through the use of active listening and personalizing techniques and by focusing on adding value
• Diagnose issues, report defects and propose regression tests
• Manipulate systems to resolve customer inquiry and reproduce customer’s technical issues
• Act as a bridge between the L2 support team and the development team by hosting triage meetings and raising priorities on customer reported inquiries and defects.

Required Professional and Technical Expertise
• 3+ years of experience as a support engineer
• Experience with deploying and using relational databases (Oracle, Microsoft SQL, IBM DB2)
• Experience with deploying and configuring Windows Server installations
• Experience with deploying and configuring IIS and Apache based applications
• Experience with JavasSript, VBScript, Python, Pearl or other scripting languages is a plus
• Prior experience working in an Agile environment
• Excellent interpersonal communications and technical writing skills.
• Have organizational, problem solving, and time management abilities
• Very good English knowledge (written and spoken)
• A Bachelor's degree or equivalent in Computer Science, Engineering or other technical discipline.