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Introduction

At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? Let's talk.
We are seeking a skilled and experienced Software Support Engineer to work on the bleeding edge Cloud products. This customer-facing role requires excellent communication and presentation skills, as well as a strong background in coaching, training, and troubleshooting during customer interactions.

 

Your role and responsibilities

  • Work closely with clients from fortune 500 companies as a leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance

  • Review diagnostic information to assist in the isolation of a problem cause (which includes interpreting traces and dumps)

  • Synergistically work with Development Engineers for knowledge transfer and code improvement

  • Partner with other support teams and service units to provide seamless problem resolution that leads to delightful client perceptions

  • Demonstrate proficiency in the products supported by maintaining applicable technical certifications

  • Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction

  • Demonstrate excellent oral and written communication skills

Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise


  • Highly motivated and have a passion for creating and supporting great products.
  • Understanding of application issue troubleshooting and diagnostic analysis
  • Great at solving problems, troubleshooting, and implementing solutions to complex technical issues.
  • Passion for learning new skills quickly and use the skills efficiently.
  • Basic understanding of software development and programming languages.
  • Basic knowledge in Enterprise Java application configurations and support
  • Basic knowledge of container based application configuration and support (Openshift, Docker, Kubernetes)
  • Basic understanding of database configurations and support (SQL, DB2)
  • Basic understanding of Web Application Server (WAS, Weblogic) configuration mechanisms
  • Thrive on collaboration, working side by side with people of all backgrounds and
    disciplines, and you have very strong verbal and written communication skills.
Preferred technical and professional experience
  • Elevated knowledge in IBM Enterprise Content Management Java application configurations and support (ICN, Filenet)
  • Elevated knowledge of container based application configuration and support (Docker, Kubernetes, Openshift)
  • Elevated understanding of database configurations and support (SQL, DB2)
  • Elevated understanding of Web Application Server (WAS, Weblogic) configuration mechanisms
  • Elevated understanding of application issue troubleshooting and diagnostic analysis

ABOUT BUSINESS UNIT

IBM 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 @ IBM

In 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 IBM

IBM’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.

IBM 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.


OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.