Technical Support Engineer
Job Description
The IBM EMM Tealeaf team is looking for Software Engineers to help support existing releases of IBM EMM Tealeaf products. The ideal candidate will have a deep Level 2 troubleshooting and working experience on enterprise class software products. We are looking for dynamic individuals who posses excellent communications skills and are able to work effectively with our Customer Support Group, and directly with customers. Outstanding organizational skills and the ability to work in a team environment are a must. Provide first line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product related issues while maximizing customer satisfaction. Respond to, resolve and document all incoming cases reported by customers via telephone, web, and other support channels as required. Provide assistance with explanation of product features, installation and configuration and deployment of product upgrades and software patches. Conduct independent research in order to find solutions to customer reported problems. As appropriate, escalate cases to Engineering and track cases through closure. Prepare FAQs, upgrade notes, how to documents and other support documents.More
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