Senior Technical Support Engineer

IBM Apptio support is a global 24/7 team whose mission is to provide customers with world class support for IBM Apptio SaaS products.

• 3+ years of technical support, system implementation/administration experience.
• Bachelor's degree in engineering, computer science, MIS, finance or equivalent.
• Knowledge and application of relational database concepts.
• Experience with Cloud computing (AWS/Azure/GCP).
• Strong analytical and problem solving skills, data analysis/manipulation skills.
• Ability to quickly comprehend complex spreadsheets/data to streamline processes into the Apptio solution; versed in formulaic logic (e.g. Excel).
• Ability to quickly context-switch between multiple complex work streams.
• Skilled at working with large data sets in Excel, quickly detecting and resolving data-related issues.
• 5+ years of technical support, system implementation/administration experience preferred.
• Master's degree in engineering, computer science, MIS, finance or equivalent preferred.

• Support and maintain customers who have implemented the Apptio SaaS solution, resolving customer issues in a timely fashion.
• Operational management of clients (e.g. helping load new data, maintaining and validating dashboard/report outputs).
• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.
• Work as part of the extended support team to exceed customer expectations.
• Use business and technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices.
• Collaborate with other departments in the company to achieve customer satisfaction.
• Coach or mentor Technical Support Engineers by simplifying complex issues and modelling best practices in troubleshooting and communication.
• Partner with Escalation Management on cases that need expert customer communication and guidance.