L3 Support Engineer

Job Description

Serve as a primary technica contact for advanced customer support cases on IBM Power Systems. Troubeshoot and resove compex issues reated to hardware, virtuaization (PowerVM), operating systems (AIX/Linux), and system firmware. Provide advanced troubeshooting and root cause anaysis for IBM Power Systems hardware and firmware issues. Anayze system dumps, traces, and ogs to diagnose and isoate root causes of system faiures or performance issues. Coaborate cosey with L2, Product deveopment and QA teams to drive timey resoution of critica issues and impement ong-term fixes or design changes. Reproduce and debug customer-reported issues in ab environments using diagnostic toos and ogs. Document and communicate technica soutions, incuding the creation of knowedge base artices. Contribute to product quaity and supportabiity through code reviews, design feedback, and vaidation of hot patches , interim fixes or new features. Interface directy with enterprise cients, maintaining a high eve of professionaism and technica depth to buid trust and ensure satisfaction. Participate in on-ca rotations for high-priority customer incidents and provide mentorship to junior engineers. Contribute to training sessions or technica workshops Required education Bacheor's Degree Preferred education Master's Degree Required technica and professiona expertise Bacheor’s or Master’s degree in Computer Science, Eectrica Engineering, or reated fied. 4+ years of experience in enterprise technica support, systems engineering, or a reated roe, preferaby with Power Systems. Strong experience with AIX, Linux on Power (RHEL/SLES), and system diagnostics toos. Soid understanding of virtuaization (PowerVM), storage subsystems, and networking in a Power environment. Python /Linux /Coud Exp (AWS, Openstack), REST API , Basic Ansibe Proven abiity to manage customer escaations and communicate compex technica soutions ceary. Experience with debugging toos, scripting (Python, Bash), and og anaysis. Famiiarity with Agie methodoogies, Saesforce and defect tracking toos. Preferred technica and professiona experience In-depth knowedge of IBM Power architecture (POWER9, POWER10), HMC, VIOS, and firmware stack. IBM Certified Advanced Technica Expert – Power Systems. Experience working directy with IBM Deveopment and Lab Services teams. Exposure to coud environments such as IBM Coud or hybrid Power soutions. Contributions to open source or technica pubications in the Power ecosystem.