Technical Support Engineer

Introduction

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.

Your Role And Responsibilities

As a Technical Support Professional, you should have experience in a customer-facing leadership capacity. This role necessitates exceptional customer relationship management skills along with a solid technical grasp of the product/s they will support.

The Technical Support Professional is expected to adeptly manage conflicting priorities, thrive under pressure, and autonomously navigate tasks with minimal active guidance. The successful applicant should possess a comprehensive understanding of IBM support, development, and service processes and deliveries. Knowledge of other IBM business procedures and professional training in mediation or conflict resolution would be advantageous.

Your Primary Responsibilities Include

• Direct Problem-Solving Experience: Previous experience in addressing client issues is valuable, along with a demonstrated ability to effectively resolve problems.
• Strong Communication Skills: Ability to communicate clearly with both internal and external clients through spoken and written channels.
• Business Networking Experience: In-depth experience and understanding of the IBM and/or OEM support organizations, facilitating effective networking and collaboration.
• Excellent Coordination, Leadership & Organizational Skills: Exceptional coordination and organizational abilities, capable of leading diverse teams and multitasking within a team-based business network environment. Proficiency in project management is beneficial.
• Excellence in Client Service & Client Satisfaction: Personal commitment to pursuing client satisfaction and continuous improvement in the delivery of client problem resolution.
• Language Skills: Proficiency in English is required, with fluency in multiple languages considered advantageous.
  
  

Required Technical And Professional Expertise

• Hands-on Object-oriented programming (especially Java, but C++, C# experience also beneficial)
• Technical knowledge of UNIX/Linux and Windows preferred
• webMethods product knowledge a plus!
• Analytical thinking and problem-solving skills
• Excellent attitude contributing to the overall high morale of the team
• Excellent interpersonal and written communications skills
  
  

Preferred Technical And Professional Experience

• Bachelor’s degree, or foreign equivalent, in Computer Science, Computer/Electronics Engineering, Telecommunications, or a relevant technology-centered field
• At least 3 years of experience reflecting demonstrable ability in the skill set described above
• Experience in a customer service or support role preferred
  
  

Highly Desirable

• Knowledge of some of the following technologies: ElasticSearch, Oracle and SQL Server
• Knowledge of Cloud technologies, Containerization, Kubernetes
• Experience with utilities like packet sniffers, analyzing, stack traces and core dumps, IDEs