Technical Support Professional (Data Power)

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.