Technical Support – Platinum Advocate Engineer

Position Overview

A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into solutions. Seeking new possibilities and always staying curious, we are a team dedicated to creating the world’s leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.

IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

Key Responsibilities

• Identify and gather required diagnostics to debug SBI/SFG issues
• Analyze complex technical problems using logs, thread dumps, and network traces
• Collaborate with 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
• Develop and/or support Java-based enterprise applications
• Experience with application servers (Web Sphere, Web Sphere 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

Required Qualifications

• 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 in collecting and analysing SBI logs, thread dumps, pcap/network traces and debugging using queue watcher
• 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)

Preferred Qualifications

• Bachelor's Degree
• Proficiency with Sterling B2B APIs (RESTful and SOAP web services)
• Knowledge of EDI, JSON and XML message formats