9 days old

Sr. Technical Support Engineer

Multiple Cities, Multiple
  • Job Code
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. To lead in this new era of technology and solve some of the world's most challenging problems.

Your Role and Responsibilities
Aspera, an IBM company is the creator of next-generation transport technologies that move the worlds 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. Asperas 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 Camerons 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 worlds 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 Asperas 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 customers 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, Emeryville CA.

Required Professional and Technical Expertise
  • Bachelors or greater in Computer Science/Engineering or related discipline.
  • At least 5 years of professional experience developing and/or supporting software systems.

Preferred Professional and Technical Expertise
  • 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.
  • 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.

About Business Unit
Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our clients data, no matter where it resides, to respond to changing market dynamics.

Your Life @ IBM
What matters to you when youre looking for your next career challenge?

Maybe you want to get involved in work that really changes the world. What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBMs greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
We consider qualified applicants with criminal histories, consistent with applicable law.

Being You @ IBM
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.



  • Computers Software and Hardware
Posted: 2019-07-10 Expires: 2019-08-09

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Sr. Technical Support Engineer

Multiple Cities, Multiple

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