**Introduction** We are seeking individuals with are passionate about technology, to provide complex support services of our SaaS solutions. Reporting to the Manager of Customer Support, this individual will work closely with our customers and Customer Success Managers to provide break-fix support, operational maintenance, and premium support services. This position is an integral part of Apptio's long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment. Apptio support is a global 24/7 team whose mission is to provide our customers with world class support. We strive to go above and beyond for our customers ensuring their success using our Apptio products. **Your role and responsibilities** * Support and maintain customers who have implemented the Apptio SaaS solution, resolving customer issues in a timely fashion. * Operational management of clients (e.g. helping load new data, maintaining and validating dashboard/report outputs, etc.) * Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction. * Work as part of our extended support team, doing whatever it takes to exceed customer expectations. * Use your business and technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices. * Collaborate with other departments in the company to achieve customer satisfaction. **Required technical and professional expertise** 1+ years of technical support, system implementation/administration experience OR 1-2 years of solid experience in a business or technical analyst role for medium to large scale business software implementation projects __ * Knowledge and application of relational database concepts. * Experience with Cloud computing (AWS/Azure/GCP). * Strong analytical and problem solving skills, data analysis/manipulation skills. * Ability to quickly comprehend complex spreadsheets/data in order to streamline the underlying processes into the Apptio solution; versed in formulaic logic (e.g. Excel). * Ability to quickly context-switch between multiple complex work streams. * Skilled at working with large data sets in Excel, quickly detecting and resolving data-related issues. **Preferred technical and professional experience** 4-year degree in engineering, computer science, MIS, finance or equivalent preferred. 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.