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Introducción

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.

Su función y responsabilidades

As the Technical Support Engineering Leader, you will utilize your passion for helping others to ensure that our Developers and Enterprises are successful in their use of DataStax products and solutions. This is a continuous learning and teaching role where you will develop and share your knowledge of troubleshooting, configuration, and exciting new technologies inclusive of and complementary to Apache Cassandra and DataStax Enterprise.

 

What you will do:

  • Delivery of superior-level service to end-user customers, and functioning as point-of-contact for escalated issues to ensure appropriate response and focus of support teams
  • Manage the hiring, development, and retention of technical support engineers and enhance their technical, communication, and business skills to deliver quality service to partners and customers.  
  • Ensure adherence to response-time and response-quality SLAs, that workload is balanced across engineers, and that the team delivers on their commitment to customer success.
  • Implement, maintain, and enhance escalation processes and procedures and the on-call schedule and systems to ensure that service and customer satisfaction goals are consistently exceeded.
  • Compile, analyze, and report on support metrics and work with product and engineering teams to communicate hot issues, customer/partner needs, priorities, and to drive product improvement.
  • Develop and execute strategic and operating plans, working hand in hand with other support leaders.  
  • Contribute to the direction of support infrastructure, processes, and systems to increase the quality and efficiency of support.
  • Tracking, monitoring and reporting on department operations, and closely manage critical customer accounts to develop path to issue resolution
Educación requerida
Licenciatura
Educación preferida
Maestría
Experiencia profesional y técnica requerida
  • Minimum of 10-15 years of relevant industry experience in Software Engineering
  • Demonstrated experience supporting enterprise level, mission-critical applications
  • Mature and seasoned senior manager excelling in customer communication,   problem-solving, and comfortable presenting to executives as well as front-line staff
  • Previous account management or account executive skills desired, with ability to organize and track multiple projects
  • Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis.
  • Must exhibit an effective customer service attitude and be able to lead a team in resolving difficult customer situations.
  • Technically sound, able to lead and participate in technical discussions and work on basic technical cases when required
  • Supporting Apache Cassandra environments or other relational and/or alternative database technologies
  • Experience supporting various types of DBaaS and associated cloud environments.
  • Strong understanding of Generative AI concepts and emerging trends in AI research.
  • Strong understanding of Java, Python, and/or another programming language
  • Strong Linux and Networking skills navigation and tools
  • Experience managing technical support operations in a distributed environment
  • Familiarity with open source software a plus
  • Skilled in leading and motivating talented support engineers.
  • Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
  • Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.
  • Must be motivated by challenges and be able to offer multiple solutions for a problem.
  • Proven track record of identifying and developing innovative enhancements to Support process and methodology.
  • Able to develop individual and team objectives to contribute positively to organizational goals and direction

Acerca de la Unidad de Negocios

IBM Software es la unidad de negocio que infunsiona inteligencia en las operaciones comerciales, desde el aprendizaje automático hasta la IA generativa, para ayudar a que las organizaciones sean más receptivas, productivas y resilientes. IBM Software ayuda a los clientes a poner la IA en acción ahora para crear valor real con confianza, velocidad y confianza en el trabajo digital, la automatización de TI, la modernización de aplicaciones, la seguridad y la sostenibilidad. Para lograrlo, es esencial aprovechar al máximo todos los datos disponibles, ya que la calidad y eficacia de la inteligencia artificial dependen directamente de los datos que la sustentan. En la mayoría de las organizaciones, los datos se distribuyen en múltiples nubes, en las instalaciones, en centros de datos privados y en el borde.La plataforma de datos e inteligencia artificial de IBM potencia y amplifica el impacto de la IA a través de datos confiables, ofreciendo capacidades avanzadas para entrenar, ajustar y desplegar inteligencia artificial a escala empresarial. Por su parte, la plataforma de nube híbrida de IBM se destaca como una de las soluciones más completas y consistentes, integrando desarrollo, seguridad y operaciones en entornos híbridos. Esta base flexible permite aprovechar los datos, sin importar dónde se encuentren, e incorporar la inteligencia artificial de manera profunda y estratégica en toda la organización.

SU VIDA @ 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?

Acerca de 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.

Otros detalles relevantes del empleo

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.