IBM Level 2 Support Engineer: Japanese-Speaking Security Intelligence in WEST PENNANT HILLS, Australia
Security Intelligence Support is leading the charge in supporting creative solutions to long-standing problems. Each of our support centres is a vital contributor to the pillars of our support philosophy in which the customer comes first. Together, we support our customers in ways they could never have imagined in helping them achieve their goals. We have a world-class team and leading edge technologies to propel you into a future that you create.We are seeking individuals for our Support Services division in our Sydney office.This position involves working with our customers, including some of the world’s top network and security experts.The candidate must be able to assist with advanced hardware, operating systems, tuning, scalability/performance, network integration issues and security incident analysis.Our support group is involved in all aspects of customer interactions from pre-sales deployment design to upgrading and support of existing customers. Since our product line is the centre for all network traffic analysis and device logging, we require individuals who wish to be challenged technically by integrating our products with all major networking brand names.This position involves not only the regular support role but also assisting and mentoring team members through day to day technical leadership. Responsibilities:
Assist our customers in the deployment of Security Intelligence solutions by providing planning, implementation, configuration, and optimization services around the world.
Provide technical engineering support, as part of our Technical Support Centre, in order to resolve customer issues by performing diagnostics, performance optimization, security incident analysis, solution/partner recommendations, and product knowledge transfer
Perform proof of concept solution validation and complex issue reproduction while interfacing with engineering, product management, and quality assurance teams
Work with customer account teams to ensure total customer satisfaction by representing our customers’ needs and requirements to product management and engineering
Build software tools and training materials to assist our customers in expanding their deployment and knowledge base
Design comprehensive security solutions to address a wide range of complexities, scales, and integration requirements
Interface with customers on an on-going basis to identify problems and communicate progress and resolution while maintaining a high sense of urgency and timely escalation
Function as a key contributor to the knowledge management system technologies available to deliver state-of-the-art software. You'll be responsible for ensuring that company software components are expertly designed, tested, debugged, verified, and ready for integration into IBM's best-of-breed solutions that help organizations improve their business outcomes in the global marketplace.
Experience in Linux or UNIX Systems Administration
Experience in Network Administration
A passion for customer support
Previous experience supporting the QRadar Suite of Products.
As outlined in the job description
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.