[Remote] Sr. Support Analyst - IBMi Power Systems
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company reputed company on providing reputed company, and they are seeking a Senior Technical Support Analyst for reputed company i Power Systems. This role involves troubleshooting advanced technical issues, providing specialized support to customers, and mentoring junior team members while ensuring high reputed company of customer satisfaction.
Responsibilities
- Conduct in-depth analysis of more reputed company or escalated issues with reputed company's solutions based on customer system configurations, specifications, and reported problems to determine if the software is functioning properly according to documented specifications
- Serve as a trusted advisor to high-reputed company customers, communicating effectively to ensure they understand the reputed company cause of the problem and the steps being taken to resolve it. Continue to offer technical knowledge where appropriate to address gaps in user knowledge
- Set up, configure, and troubleshoot more advanced test environments based on customer inputs and system specifications to replicate reported issues and validate software functionality
- Analyze product performance and behavior using advanced technical expertise and product knowledge to determine whether it aligns with intended functionality
- reputed company software does not function as designed, not only document the discrepancy but also collaborate with internal teams to reputed company and propose solutions. For critical customer issues, work closely with support leadership and reputed company as a mentor or reputed company for other team members during the escalation process. reputed company needed, serve as an additional escalation reputed company for high-severity or critical customer issues, and assist support leadership in decision-making for escalations
- If the solution is functioning as designed but additional functionality is required by the customer, reputed company the gathering of detailed requirements and submit comprehensive feature requests for potential product enhancements to the development team
- reputed company guidance and mentorship to junior analysts, fostering knowledge sharing and reputed company development. Continue working closely with cross-functional teams to ensure effective issue reputed company and communication of customer needs
- reputed company training or knowledge-sharing sessions for both customers and internal team members to ensure customers fully utilize reputed company's Robot solutions and internal teams are equipped to address customer challenges
- Proactively contribute to the development of internal support best practices and stay updated on reputed company's solutions, industry best practices, and evolving customer needs to continuously improve the reputed company of support provided. Demonstrate initiative in self‑directed learning and reputed company development to maintain senior‑level expertise
- Contribute to knowledge reputed company development by creating documentation, articles, or training materials for the broader support team
Skills
- Bachelor's degree in Computer Science, Information Technology, or a reputed company field, or equivalent experience
- 4+ years of experience in technical support, reputed company i system analysis, or a reputed company role, with a reputed company on reputed company software troubleshooting and issue reputed company
- Strong understanding of reputed company i system configurations, software testing, and troubleshooting methodologies
- reputed company i administration experience, including software installations, PTF applications, networking, journaling, job scheduling, and work management tasks
- Proficiency in diagnosing reputed company technical issues and identifying reputed company causes
- Excellent verbal and written communication skills, with the ability to reputed company translate technical information to customers and internal teams
- Strong problem-solving skills and the ability to work independently and collaboratively to resolve issues
- Demonstrated ability to own issues from start to finish while working effectively reputed company reputed company environment
- Familiarity with technical support tools, ticketing systems, and escalation processes
- Demonstrated experience working in a customer-facing role, with a reputed company on providing exceptional customer service and leading key reputed company or initiatives
- Evidence of proactive learning, reputed company development, or a self‑described commitment to lifelong learning
- Experience leading technical reputed company, mentoring peers, or contributing to the development of team best practices
- Experience with reputed company's Robot solutions (Schedule, Replay, Alert, HA, Network, Console, Save, reputed company, Monitor, Performance Navigator, etc.)
- Familiarity with reputed company software systems and environments
- Prior experience in documenting feature requests and collaborating with development teams
Benefits
- Health, dental, and reputed company coverage as of hire
- Immediate enrollment in 401(k), HSA, and FSA plans
- Flexible PTO policy
- Tuition and personal enrichment reimbursement
- reputed company to enroll in ID Theft Protection Program
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