IBM® watsonx Orchestrate® is a generative AI and automation platform that helps businesses streamline operations by deploying intelligent digital workers. These AI agents automate repetitive tasks and complex workflows across enterprise systems—without requiring coding skills. The platform integrates with existing tools and enables agents to collaborate and execute tasks autonomously, supporting functions like HR, sales, procurement, and customer service to boost efficiency and decision-making.
As a Technical Support Engineer for IBM watsonx Orchestrate, you will be the technical backbone of customer success. This role focuses on delivering expert-level technical support for IBM watsonx Orchestrate. You will diagnose and resolve customer issues, collaborate with development and support teams, and contribute to improving support tools and processes. Success is measured by technical expertise, teamwork, and high customer satisfaction.
You will be part of a global team providing remote technical support for IBM watsonx Orchestrate. You will collaborate across timezones to deliver seamless 24x7 “follow-the-sun” support to customers worldwide.
You will become a product expert with deep knowledge of watsonx Orchestrate’s components and customer use cases. Your priority is customer success—resolving technical issues and answering questions to ensure satisfaction and drive value.
This is a great opportunity to work with cutting-edge AI technologies and grow your skills in a key IBM initiative. You will be continuously challenged to learn and develop—for our customers, the company, and your own career.
The Watsonx Orchestrate Technical Support Engineer responsibilities:
- Provide technical support assistance to customers using problem determination/problem source identification skills.
- Utilize technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
- Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
- Communicate action plans to the customer or IBM representative as appropriate.
- Recommend and implement new or improvements to existing technical support tools, procedures, and processes.
- Mentor team members and contribute to training
- Contribute to department attainment of organizational objectives and high customer satisfaction.
- Document solutions, create knowledge base articles, and contribute to support best practices.
- Demonstrate proficiency in the product supported by maintaining applicable technical certifications.
- Support continuous improvement initiatives by providing feedback to product management teams based on customer interactions.
- Manage and prioritize daily support requests.
- Demonstrate excellent verbal and written communication skills.
- Knowledge of Agentic AI
- Basic knowledge in Operating system administration (Windows, Linux)
- Basic knowledge in database administration (DB2, Oracle, MS SQL)
- Analytical thinking, structured problem-solving techniques
- Strong positive customer service attitude with sensitivity to client satisfaction.
- Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.
- Strong analytical and troubleshooting skills, including problem recreation, analyzing logs and traces, debugging complex issues to determine a course of action and recommend solutions.
- Basic knowledge of AI technologies
- Knowledge with OpenShift
- Knowledge with scripting (including Python, JavaScript)
- Basic knowledge of LDAP
- Knowledge with Apache Flink and Kafka
- Knowledge with Elastic Search
- Knowledge with Kibana
- Knowledge with Containerization and Kubernetes
- Knowledge with Process/Data Mining
- Fluent in speaking and writing in English and additional language(s)
- At least 1 year experience in Technical Support