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IBM · 10 hours ago

Technical Support – Platinum Advocate Engineer

San Jose, CA

Full-time

Onsite

Mid, Senior Level

4+ years exp

IBM is a leader in AI-powered, cloud-native software solutions, and they are seeking a Technical Support – Platinum Advocate Engineer to join their team. This role involves diagnosing complex technical issues, collaborating with various stakeholders for resolution, and providing support for Java-based enterprise applications.

Business DevelopmentBusiness Information SystemsCRMData ManagementFoundational AISoftware

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Identify and gather required diagnostics required to debug SBI/SFG issues

Analyze complex technical problems using logs, thread dumps, and network traces

Collaborate with all stakeholders (customer, support, development teams and vendors) for issue resolution

Participate in on-call rotation for critical production support

Conduct root cause analysis and implement preventive measures

Train and transfer knowledge to a team of Support Engineers

Developing and/or supporting Java-based enterprise applications

Experience with application servers (WebSphere, WebSphere Liberty)

Understanding of Java memory management and garbage collection

Expert-level skills in analyzing Java stack traces and identifying root causes

Proficient in capturing and analysing Java thread and heap dumps using tools (jstack, IBM Thread and Monitor Dump Analyzer etc.) and OS commands

Experience analyzing application logs

Strong analytical skills to correlate multiple diagnostic sources (logs, thread/heap dumps, network traces, etc.)

Hands-on experience capturing and analyzing TCP dumps using Wireshark or tcpdump

Deep understanding of network protocols: HTTP/HTTPS, FTP/SFTP, AS2, SMTP

Ability to troubleshoot SSL/TLS handshake issues and certificate problems

Knowledge of network routing, firewalls, and load balancers in B2B contexts

Proven experience gathering comprehensive diagnostics (application logs, system logs, thread dumps, heap dumps, network traces)

Experience determining which diagnostics are required based on issue symptoms

Ability to reproduce issues in test environments

Skills in creating detailed technical documentation and RCA reports

Minimum 4-5 years hands-on experience with IBM Sterling B2B Integrator(SBI) and sterling File Gateway(SFG) (implementation and/or application support)

Deep understanding of SBI architecture, components, and workflows

Experience with business processes, services, and adapter configurations and troubleshooting

Knowledge and experience with SBI performance tuning, optimization and debugging

Good experience at collecting and analysing SBI logs, thread-dumps, pcap/network-trace and debugging using queuewatcher

Proficiency with Sterling B2B APIs (RESTful and SOAP web services)

Knowledge of EDI, JSON and XML message formats

Experience with relational databases (DB2, Oracle, SQL Server) used with SBI

Proficiency in writing and optimizing SQL queries for troubleshooting

Experience with Linux/Unix and Windows server environments

Knowledge of shell scripting and batch scripting

Understanding of integration patterns and EDI standards (X12, EDIFACT)

Exposure to containerization (Docker, Kubernetes)

Qualification

IBM Sterling B2B IntegratorJava Application DevelopmentTroubleshooting & DebuggingNetwork ProtocolsDatabase & SQLLinux/UnixAnalytical SkillsShell ScriptingContainerizationTechnical Documentation

Required