Runtime Technologies Customer Service Engineer

at  IBM

Introduction
Almost 5,000 IBM software products run on language runtimes created and supported by IBM’s Runtime Technologies organization!
When a client reports an issue with one of these products in the field, the issue often ends up with the IBM Runtime Technologies L3 Service squad. It is our team’s mission to determine the root cause of such failures and deliver effective fixes in a timely manner.
Your Role and Responsibilities

This might just be the job for you if you:

• Crave client contact
• Love native-level debugging
• Are curious about how language runtimes work
• Are interested in working with multiple hardware and software platforms
• Enjoy a fast-paced, ever-changing work environment and workload
• Are passionate about providing an exemplary customer experience
• Are eager to collaborate with clients and colleagues across multiple geographies and business units
• Are hungry for the challenge of diagnosing failures in very large enterprise software systems

As a member of our team, in this role you will diagnose and resolve issues reported against our language runtimes by both internal and external clients, with a focus on issues with the Just-In-Time (JIT) Compiler component of the Java runtime. You will work closely with client-side support engineers to further understand the problem and collect failure data, and with the JIT development team for deep diagnosis and fix development and delivery. You will also work with other members of the Runtimes L3 team whose expertise is with other components of the Java runtime.
You will work with a wide variety of software failure types, including crashes, performance issues, and exception / error conditions. You’ll work across an assortment of supported platforms, including the Linux, Windows, AIX, and z/OS operating systems, and on Intel, POWER, Z, and ARM processor architectures. Most of your debugging and diagnosis will be done post-mortem, i.e. through analysis of data collected at the time of the failure. You will often work with the client and other IBM service engineers to collect additional data, occasionally providing diagnostic builds to enable additional failure data collection.
This position includes rotating light after-hours call-out duty and may require occasional work outside of normal office hours in exceptional circumstances.

Required Technical and Professional Expertise

• Proven debugging and problem diagnosis skills
• At least 1 year working knowledge with Linux and Windows
• Experience with at least one native debugger
• Working knowledge of C/C++ programming, runtimes, data structures and algorithms
• Good knowledge of one or more processor architectures, e.g. x86, ARM, POWER, and Z
• Demonstrated effective written and verbal communication skills

Preferred Technical and Professional Expertise

• At least 6 months in a technical support, customer service, or other client-facing role
• Experience working with Customer Relationship Management (CRM) and other trouble-ticketing tools, ideally Salesforce
• Working knowledge of Java programming
• Working knowledge of AIX and/or z/OS
• Experience with Shell scripting
• Experience in Compilers, Runtimes, Operating Systems, or related areas
• Experience collaborating across multiple geographies and time zones and across organizational boundaries

About Business UnitThe IBM Runtimes team is responsible for building and supporting enterprise quality Java runtimes that are workload optimized for cloud and IBM Systems. IBM Semeru is built using several open-source projects at the Eclipse Foundation (e.g. Adoptium, Temurin, AQAvit, OpenJ9, OMR) and OpenJDK, and the team contributes actively to enhance and support these projects through a fully open-source development process. We collaborate across the IBM software-hardware stack to ensure seamless integration, optimization, and user support to enhance customer experience.
Your Life @ IBMIn 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.
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About IBMIBM’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 50 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.
Location StatementMust have the ability to work in Canada without sponsorship.
This role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, Syria, and the Crimea, Luhansk, Donetsk, Kherson, and Zaporizhia regions of Ukraine) on a work permit, you are not eligible for employment in this position.
Being You @ IBMIBM 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

Please refer the Job description for details