Responsibilities of a Support Engineer include but are not limited to:
- Providing Technical Support for issues reported by IBM Software customers.
- Troubleshooting and analysing customer issues along with going on customer calls if there is a need.
- Managing customer expectations and relationships.
- Setting up test scenarios to replicate problems.
- Composition of knowledge base articles describing issues that have been reported and their resolution.
- Escalating of defects to Internal Development teams for review and administration of communication and fixes between the customer and Development.
- Providing production down weekend support (on rotation) to customers in system down scenarios.