Support Engineer II

About Us

21CS is the leader in software solutions for the IBM Z platform, which is the platform trusted by most worldwide finance institutions, healthcare, insurances, retail and governments. We are growing our team and our skills in 21CS VSEn platform (one of the operating systems for IBM Z). We are seeking a Technical Support Engineer II interested in operating systems and middleware in general and specifically willing to be part of the VSE platform team. The goal is to provide premium support to our loyal VSE customer community to which VSE is critical for their business.

About the Role :

As a Technical Support Engineer, you will provide your technical knowledge to resolve customer issues and offer guidance on product usage. You must be comfortable communicating with customers, managing a support queue and have general debugging skills. You will work as part of a team and facilitate end-to-end resolution of customer issues.

As you grow in your role, you may have the opportunity to perform code modification, build analysis, test and handle debugging tasks as well as provide input related to product features.

Responsibilities :

• Accurately assess customer needs, set and meet expectations.
• Provide ongoing technical support and guidance to customers using defined support guidelines.
• Perform problem verification by confirming customer’s environment, error messages and symptoms of a problem.
• Independently diagnose complex problems and duplicate customer issues where possible using standard utilities and 21CS software tools.
• Maintain case tracking details for similar / future problem resolution.
• Provide status updates to management of ongoing high-risk cases.
• Work effectively across multiple teams to research and resolve product or customer issues
• Some after-hours, weekends and on-call responsibilities may be required.

Qualifications :

We expect you to have a natural tendency to problem solving, and bring with you strong analytical and resolution skills. For this role, it is important that you are a team player and possess a high personal integrity. We imagine that you have strong interpersonal and communication skills, and earn trust easily.

You enjoy learning, and can commit to learning new technologies if needed.

Preferred Skills :

Education :

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