Security Product Support

  • Full Time
  • Dublin

Website IBM

QRadar , Identity & Guardium Support Teams are seeking Technical Support Professionals to join our team! The IBM  Security platform provides the most widely used solution for monitoring and securing corporate information and preventing information leaks from enterprise databases and Big Data environments. The Guardium platform monitors and prevents unauthorized or suspicious activities by privileged insiders, potential hackers, and end-users of enterprise applications. Our client base is worldwide, so our global team provides 24X7 support to leaders in the financial, health, insurance, retail, federal and state government sectors just to name a few.

Your Role and Responsibilities
As a Technical Support Professional, you will play a key role in helping our clients successfully administer their Guardium deployments while also helping our product develop and grow throughout the product life cycle. Team members work closely with each other, development, and other teams to resolve complex issues and provide the best possible customer experience. If you love technology, tackling complex challenges, and leveraging your technical expertise to help others, we want you to be part of our talented worldwide technical support team.

Your responsibilities will include reviewing diagnostic information, troubleshooting, problem recreation and debugging complex product issues to determine course of action and/or solutions.

You’ll be expected to:

Collaborate on complex technical issues to become a subject matter expert in the Guardium data security solution and supporting technologies.
Provide technical support to clients and/or IBM field support leveraging superior communication, client management, and problem determination/problem source identification skills.
Contribute relevant and timely content to improve client self-sufficiency.
Interact directly with Development, Sales, offering Management, Services, QA to verify product defects and enhancements and advocate for ongoing product improvements.

Required Technical and Professional Expertise

Passion for customer care and customer satisfaction.
Previous experience in a customer facing technical support role is required (preferably a support role).
A successful track record in developing and managing customer relationships.
Demonstrated professional experience in Managing Client Expectations/Satisfaction
Strong experience in Problem Determination/Resolution
English: Fluent

Preferred Technical and Professional Expertise

Experience in shell scripting, Perl, and SQL
Experience of a programming language such as Java, C/C++
Knowledge of networking concepts
Basic knowledge in Enterprise DBMS, such as Oracle, Microsoft SQL Server or IBM DB2
Experience in Windows and Linux operating systems
The preferred candidate must be a self-starter and enjoy working in a challenging and driven environment. You will collaborate with other IBM product development and support/services teams worldwide to assist in problem root cause diagnosis and provide seamless resolution to our clients. Our engineers are expected to become product subject matter experts by continuously enhancing and growing technical and communication skills. You will have many opportunities to present your technical experience to both internal and external audiences.

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