Technical Support Professional (Data Power)

at  IBM

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

Responsibilities mainly (but not limited to) include:

• Working with System Administrators and Developers for the world’s leading companies in industries including banking, commerce, insurance, social media, transportation, and governments.
• Providing remote technical support assistance to our clients using Problem Determination (PD) and Problem Source Identification (PSI) skills, by interpreting product traces and logs, potentially across products, collaborating with a worldwide team of peers, to solve complex technical problems.
• In addition to determining recommendations for problem resolution, our engineers communicate action plans to our clients to ensure that the client is satisfied with steps towards resolution or the problem’s root cause.
• Our engineers continually flex their technology skills through driving problem resolution using improvements to existing and/or new technical support tools and procedures which can often include examining source code, providing feedback to development for product improvement, testing cases, creating tools or providing debug modules to our clients.

Who You Are:

• You are highly motivated, have a passion for technology, and a curiosity to continually learn.
• You thrive on collaboration, working side by side with people of all backgrounds and disciplines, can flexibly prioritise work, and you have strong verbal and written communication skills.
• You are great at debugging, troubleshooting, designing, and implementing solutions to complex technical issues to deliver quality solutions and experiences.
• You have a basic understanding of software development and programming languages.

Must be willing to work on a weekend rotation to lead diagnosis of critical customer outages.
Must be willing to work shifted hours to cover Americas West Coast.
Required Technical and Professional Expertise

Bachelor’s degree in information technology or related field.

• Experience in problem analysis by recreating problems and/or utilising system dumps and traces.
• Knowledge in networking, operating systems diagnosis and debugging.
• Knowledge in Java diagnosis and debugging technologies.
• Experience in messaging and networking technologies.
• Experience in customer support processes.
• Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
• Fluent level of english

Preferred Technical and Professional Expertise

• Qualification in Information Technology.
• Excellent communication, verbal, written and soft skills to interact with IBM peers and external clients.
• Highly organised.
• Ability to perform administrative tasks and adhere to process.
• Software troubleshooting and diagnostics.

About Business UnitIBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.
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.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
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 StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
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

• Working with System Administrators and Developers for the world’s leading companies in industries including banking, commerce, insurance, social media, transportation, and governments.
• Providing remote technical support assistance to our clients using Problem Determination (PD) and Problem Source Identification (PSI) skills, by interpreting product traces and logs, potentially across products, collaborating with a worldwide team of peers, to solve complex technical problems.
• In addition to determining recommendations for problem resolution, our engineers communicate action plans to our clients to ensure that the client is satisfied with steps towards resolution or the problem’s root cause.
• Our engineers continually flex their technology skills through driving problem resolution using improvements to existing and/or new technical support tools and procedures which can often include examining source code, providing feedback to development for product improvement, testing cases, creating tools or providing debug modules to our clients