**Introduction** We live in a moment of remarkable change and opportunity. Data and technology are transforming industries, society, and even the workplace by creating professions that did not exist before the emergence of data, cloud, social, and mobile technologies. As the largest technology and consulting employer in the world, IBM is a leader in this global transformation and is just the place to continue your career. Network in an open, friendly and flexible work environment where diversity is embraced, while new and creative ways of thinking are encouraged and supported. As an IBMer, you can change the way the world works. Join IBM and be part of a diverse and global team of thinkers and doers—people who want to make an impact, cultivate their expertise, and collaborate with some of the world’s top business and technology professionals. **Your role and responsibilities** We are currently in search of a senior technical support representative to join our team, focused on delivering core capabilities for our comprehensive, Salesforce Service Cloud based enterprise platform for IBM Client Support. IBM’s Cognitive Support Platform is used by 25K+ IBM Support professionals in over 200 countries and territories around the world, to deliver product support to IBM’s customers. This position will be on our middleware squad that is responsible for the application that provides our customers a set of APIs to submit and track service requests with IBM. This position provides an opportunity to work on a leading edge, enterprise scale Salesforce implementation, that will challenge you to grow your technical skills at an accelerated pace. Responsibilities * Perform Level2 helpdesk duties in support of the IBM customer set that utilizes RESTful APIs to submit and track service requests with IBM, including * Responding to and resolving of issues created via automated monitoring and customer tickets * Performing manual monitoring of logs and dashboards * Taking ownership of issues and driving to resolution * Documenting Root Cause Analysis in the event of severe issues * Create and review technical documentation. **Required technical and professional expertise** * Two plus years of experience in application unit and system testing. * Advanced knowledge and at least one year of experience testing SOAP, JSON, and REST-based webservices/APIs * Proven track record of advanced troubleshooting skills with API interfaces * Strong verbal and written communication skills, with the ability to interact effectively and drive conversations among technical teams, business stakeholders and IBM customers. **Preferred technical and professional experience** * Experience using Salesforce * Experience using Jira