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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? If so, lets talk.

Your role and responsibilities

You will assist customers, partners and employees to troubleshoot problems they may encounter during installation, implementation and run-time issues resulting from implementation of the IBM webMethods Integration, API and Microservices platform

You will provide technical support assistance directly to clients, developing solutions through research, analysis of diagnostic data, collaboration and problem replication.

Essential Job Functions

·        Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes moderate scope problem prioritization, analysis, troubleshoot and devise resolution for issues requiring a review of identifiable factors. Exercise judgment within defined procedures to determine appropriate action. End result should be high level of customer satisfaction.

·        Conduct analysis and research of moderately complex technical customer problems. Provides timely resolution and consistent customer communication.

·        Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates.

·        Ensure that any solutions that were not found easily through available documentation are recommended for publishing to the knowledgebase.

·        Demonstrate initiative in acquiring product skills in at least one product family on several platforms, along with supporting technologies. Develop product experience by installing, testing and using software products and attending formal and informal classes.

·        Provide afterhours coverage as required.

This job might be for you if

·        You like an exciting environment with multiple challenges and tasks on a daily basis.

·        You are excited to learn about new technologies and products, as well as develop deep skills.

·        Juggling priorities and coordinating workload with your peers comes easy to you and you are patient, level-headed and cool under pressure.

·        You are motivated and driven and you enjoy solving problems.

·        You think on your feet and volunteer for new challenges without waiting to be asked.

·        You value the work in the team and you like helping people.

·        You communicate clearly, have fun connecting with our customers via video conference calls, emails or phone calls and you excel when you capture complex aspects in simple words that anyone can understand.

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

·        Hands-on Object-oriented programming (especially Java, but C++, C# experience also beneficial)

·        Technical knowledge of UNIX/Linux and Windows preferred

·        webMethods product knowledge a plus!

·        Fluent in English

·        Analytical thinking and problem-solving skills 

·        Excellent attitude contributing to the overall high morale of the team 

·        Excellent interpersonal and written communications skills 

Education and Experience

·        Bachelor’s degree, or foreign equivalent, in Computer Science, Computer/Electronics Engineering, Telecommunications, or a relevant technology-centered field, and

·        1-5 years of experience reflecting demonstrable ability in the skill set described above; alternatively Master’s degree in Computer Science, Computer/Electronics

·        Experience in a customer service or support role preferred

Preferred technical and professional experience

·        Knowledge of some of the following technologies: ElasticSearch, Oracle and SQL Server 

·        Knowledge of Cloud technologies, Containerization, Kubernetes

·        Experience with utilities like packet sniffers, analyzing, stack traces and core dumps, IDEs desirable

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.

OTHER RELEVANT JOB DETAILS

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