Runtime Technologies Customer Service Engineer

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