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.We are seeking a skilled back-end developer to join our IBM Software team. As part of our team, you will be responsible for developing and maintaining high-quality software products, working with a variety of technologies and programming languages.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

This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions. Provides technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the client or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high client satisfaction.

Primary Duties

Provides technical support assistance to clients and/or IBM field support using problem determination/problem source identification skills.Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.Communicates action plans to the client or IBM representative as appropriate.Recommends and implements new or improvements to existing technical support tools, procedures, and processes.Provide world class customer services to large enterprise users.Investigate and resolve support issues independently and productively.Handle critical customer issues and hot-line support issues independently.Handle urgent customer situation and provide emergency solutions or fixes to customers.Coordinate within the team and across other teams (Developments, Product Management, Sales) for critical customer support issues or escalations independently.Develop Knowledge-Base, procedures and support tools to improve services efficiency

Required Technical And Professional Expertise

• Minimum 6+Years of Experience required.
• Bachelor's Degree
  

System-level knowledge on Unix/Linux/WindowsCommunication and inter-personal skillsExperience in problem troubleshooting, analysis, and resolution.Demonstrated productivity and quality results at customer issue handlin

Support Positions - Additional Datapoints On Skillset Requiered

• Strong technical foundation in Linux and Windows. It's hard to train a candidate in both Linux, Windows and Spectrum products.
• Demonstrated examples showing how a candidate has picked up and owned a skill.
• Great communication skills, since this is a customer facing role. 4.Also, our teams are so remote and spread out, so this is essential!
  

Experience or exposure to HPC is a big plus, but we can relax on this for lower bands.

Preferred Technical And Professional Experience

• 1). Experience of using github to manage source code
• Good communication (verbal and written) and interpersonal skills
• UX and UI Design experience is an asset.
• Knowledge and experience of IBM Websphere, Webpack, Spring framework are highly desired
• experience of scikit-learn and pandas for data processing, prediction and inferencing
• Knowledge and experience of IBM Watson Machine Learning is highly desired
• Knowledge of IBM Spectrum LSF is desired