Advanced Technical Support Engineer: IBM Sterling Integrator Suite of Products

Introduction

At IBM Software, we transform client challenges into solutions. Building the world's leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration. You'll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM's product and technology landscape. Here, you'll have the tools and opportunities to advance your career while creating software that changes the world.

Your role and responsibilities

The ideal candidate will provide advanced technical support, gather diagnostics, document and troubleshoot time sensitive complex issues for our Sterling integrator suite of products namely: B2Bi, Secure File Transfer (SFT), Connect: Direct, Control Center, Secure Proxy, Sterling File Gateway (SFG).

Key Responsibilities

• Identify and gather required diagnostics required to debug SBI/SFG issues
• Analyse 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 Engineer
• Willingness to work on shift-based model including weekend and holiday coverage

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

Sterling Expertise

• Minimum 5 years hands-on experience with with IBM Sterling B2Bi, Sterling Connect Direct and sterling implementation and/or application support
• Deep understanding of SBI architecture, components, and workflows
• Experience with business processes, services, and adapter configurations and troubleshooting
• Knowledge inBusiness Process Modelling Language (BPML)
• 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 (RESTful and SOAP web services).
• Knowledge of EDI, JSON and XML message formats

Java Application Development & Support

• Minimum 5 years' experience developing and/or supporting Java-based enterprise applications
• Experience with application servers (Jetty, WebSphere, WebSphere Liberty)
• Understanding of Java memory management and garbage collection

Troubleshooting & Debugging Skills

• 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.)

Diagnostics & Problem Resolution

• 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

Database & SQL

• Experience with relational databases (DB2, Oracle, SQL Server, Postgres) used with SBI
• Proficiency in writing and optimizing SQL queries for troubleshooting
• Understanding of database locks, deadlocks, and performance issues
• Experience in reviewing Oracle AWR report.
• Analysis of DBExplain Plan.
• Basic understanding of NoSQL technology such as MongoDB.

Preferred technical and professional experience

Network & Protocol Knowledge

• 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

Additional Technical Skills

• 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)

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For additional information about location requirements, please discuss with the recruiter following submission of your application.

Client-provided location(s): Pune, India

Job ID: IBM-85621

Employment Type: OTHER

Posted: 2026-01-13T18:53:22