Job Description

Our client provides innovative software that allows companies to dramatically improve the business value of their enterprise applications. The software enables customers' business applications to respond rapidly to market changes and embrace modern architectures with reduced cost and risk. They have more than 30 years’ expertise, more than 15,000 customers and one million licensed users, including more than 70 of the Fortune Global 100 companies.

Overview

You will be responsible for receiving business critical incidents from 2nd level support engineers worldwide, to identify problems and find resolutions using appropriate diagnostic techniques that may include debugging through the system source code. Resolution could be through working with the development team to suggest software updates and building and delivering those updates or with the support and field teams to implement workarounds.

Successful candidates will be either experienced developers who enjoy working through and resolving complex software bugs on a variety of environments, or experienced customer support engineers who would like to work more closely with the software source code and development teams on more complex problems.

Responsibilities

Provide subject matter expertise and support to support and field teams
Reproduce complex incidents affecting business critical accounts
Debug problems through system source code
Identify workarounds for support and field teams
Identify and suggest source code changes
Build source code for fixes
Test and delivery such fixes as appropriate
Manage source code streams effectively with development teams
Necessary Experience

Excellent UNIX/LINUX Technical Support experience
Proven track record of resolving complex production issues involving technology such as transaction managers (such as MF Enterprise Server, Tuxedo, IBM Transaction System), databases (ie Oracle, DB2, MS SQL Server) or other system software such as Websphere, MQ Series or MS Biztalk HIS. This could be in a development or customer support facing role.
Adaptable strong problem solving skills based on application of experience, diagnostic analysis using traces, dumps and other tools and hypothesis formulation and testing.
Excellent verbal and written communication skills
Team player with an ability to work in a flexible manner.
Positive attitude to dealing with difficult technical problems under strong business critical deadlines.
Useful Experience

COBOL based products such as Server Express
System level IBM mainframe experience of CICS or IMS
COBOL programming experience
Windows operating system
UNIX/Linux operating systems
Relational databases, such as IBM DB2/UDB, Oracle, Microsoft SQL Server