Senior Technical Support Engineer
Current- Provide worldwide technical support for enterprise customers of IBM DataPower Gateway, API Connect, and APP Connect via phone calls, remote sessions, instant messages, and emails. Most of the customers are top companies in the industry, representing manufacturing, retail, utilities, transportation, telecom, banking, insurance, university, health care, and government.- Handle global customers' critical situations, such as production system service outages and escalations, requiring the ability to work under high pressure with excellent soft skills and technical professionalism.- Facilitate cross-team collaboration to ensure effective issue resolution, escalating issues to development if necessary, and collaborating with developers and QA engineers to deliver optimal solutions.- Work closely with local sales and account teams; conduct regular meetings to discuss customer situations, product releases, latest common issues, and product trends.- The mentor of three new team members in India, Japan, and Taiwan, works on transferring skills and expertise, sharing support best practices, and helping them settle into the new organization.- Organize and host DataPower and APIC technical skill-sharing sessions for our support team members, IBM sales teams, IBM services teams, and business partners. - Create documents, videos, and answer product-related questions on IBM websites and community forums.- Create weekly reports for our Asia Pacific team member’s long-untouched tickets, aged tickets, and tickets opened by key accounts. Create monthly reports for the management team regarding our Asia Pacific team member’s ticket volumes, customer survey scores, and customer feedback.- Achieve consistent top two rankings in monthly metrics for our Asia Pacific team since 2017, including number of tickets closed and customer satisfaction scores. Received many thank-you letters from worldwide enterprise customers for solid product knowledge and speedy issue resolution.
