IBM Sr. Technical Support Engineer in Boston, Massachusetts
Aspera, an IBM company is the creator of next-generation transport technologies that move the world’s data at maximum speed regardless of file size, transfer distance and network conditions. Based on its patented, Emmy® award-winning FASP™ protocol, Aspera software fully utilizes existing infrastructures to deliver the fastest, most predictable file-transfer experience. Aspera’s core technology delivers unprecedented control over bandwidth, complete security and uncompromising reliability. Organizations across a variety of industries on six continents rely on Aspera software for the business-critical transport of their digital assets.
High-profile users include James Cameron’s Lightstorm Entertainment who relied on Aspera software for moving massive visual effects files across continents during the production of Avatar, Netflix who receive all their video content directly to their cloud infrastructure via Aspera On Demand and BGI, the world’s largest genome research organization where Aspera solutions are used to enable global collaboration between scientists across the globe.
We are seeking a smart, experienced Technical Support Engineer with broad knowledge of Windows/Unix, application software, and IP networks, and excellent communication skills to provide support, network troubleshooting, and light software integration services to our enterprise customers. As a part of a worldwide support team you will work collaboratively with technical support engineers in other regions as well as engineering and sales.
Troubleshoot issues in the deployment of Aspera's high-speed file transfer software in enterprise environments. This includes troubleshooting networking, web apps, operating system, file system and user management issues, typically by phone, email and web meetings.
Develop expert understanding of Aspera’s software solution and answer questions from customers and prospects about the features and capabilities of the software and SDK.
Develop custom scripts, web tools, and custom technical explanations to support customers in the use of Aspera software.
Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer’s satisfaction.
Work closely with the development and test teams to ensure that issues are corrected and usability problems are understood.
Support Engineers may be required to be on-call on a rotating basis throughout the year.
Location - Austin, TX or Raleigh, NC
Required Technical and Professional Expertise
Ability to thrive in a self-starter, non-hierarchical environment including independently initiating, organizing and executing needed work.
Analytical with good attention to detail and excellent follow-through.
*Experience with CRMs (Salesforce), knowledgebase, bug and incident/ticket tracking systems.
B.Sc. or greater in Computer Science/Engineering or related discipline.
At least 10 years of professional experience developing and/or supporting software systems. Exceptional candidates with less experience will be considered.
Preferred Tech and Prof Experience
Strong scripting skills, such as Unix shell, Windows batch, Perl, Ruby or Python
Knowledge of Windows Active Directory/Group Policy, LDAP, SAML SSO
Basic web server (Apache or IIS) or database server (MySQL) administration
Experience with virtualization software
MCSE certifications a plus
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.