Senior Support Engineer I

• Receive telephone calls and emails from English-speaking customers/partners concerning technical issues. Open Support cases for each call and update cases in the call tracking system on a consistent basis.
• Take ownership of customer/partner inquiries and gather and analyses appropriate diagnostic information. Follow up consistently with customers/partners as promised/agreed upon and subject to published service level agreements (SLAs).
• Escalate internally when necessary and follow through on all commitments. Understand the Severity of the issue and follow the internal escalation paths in a timely manner. Provide escalation assistance.
• Keep customers/partners informed of how and when problems are resolved within the severity levels timeframe, always communicating in a professional manner both verbally and in written form.
• Provide the customer/partner all the steps taken to resolve the incident
• Assist internal resource such as pre-sales or services engineers during product demonstrations, installations, machine upgrades and product upgrades remotely over the telephone and via E-mail.
• Interface with development staff to test and resolve customer/partner issues. Interface with Product Management foe enhancements request
• Compose FAQ s, document solutions, and knowledgebase items. Review of knowledgebase documentation prior to publication.
• Mentor junior engineers within the IBM z Support team
• You may be assigned as the primary contact for specific high focus accounts. Occasional travel is required for internal meetings, on-site customer/partner assistance, certification, and/or educational seminars.

• A minimum of 5+ years experience working with IBM mainframes running z/OS operating system is required. Ideally, this is in a systems related role, such as Operations or Systems Programming.
• Working knowledge of major z/OS ecosystem and subsystem components - JES, DFSMS, WLM, DB2, CICS, RACF, SMF, SMP/E, VSAM, IMS and USS.
• Proficient in use of systems tools and utilities - JCL, SDSF, IDCAMS.
• Strong debugging and problem-solving skills, with experience with IPCS and reading system dumps.
• Strong verbal and written communication skills with the goal being to always provide the best experience to our customers.
• Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
• A strong desire to learn new technology and the ability to understand new concepts quickly.
• Understanding of software design principals, software development lifecycle, system design, networking architecture, and database systems and concepts.

Knowledge and experience with the following are a plus -

• Syncsort Mainframe products such as MFX, Ironstream, Zen, EZ-DB2,
• z/OS Sorting, batch processing, security, or metric collection.
• Working knowledge of other OS platforms such as IBM iSeries (AS/400), Linux, Unix, Windows