The B2B Integrator Support Engineer is a member of Syncsort’s Data Integration Support Team, responsible for working with Syncsort/IBM customers to manage & resolve issues relating to the Sterling Integrator product suite. Primary activities include issue diagnosis, troubleshooting, and incident management. The engineer will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction.
This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions. Provides technical support assistance to clients and/or IBM field support (SSRs) using problem determination/problem source identification skills. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the client or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high client satisfaction.