Introduction A career in IBM Software means you'll be part of a team that transforms our customers 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.

Your Role And Responsibilities IBM Software Support Organization is seeking a Technical Support Professional to join our team! IBM Software Technical Support Engineers take pride in helping customers by solving problems and answering questions both large and small. Support Engineers develop a mastery of our different products and use that knowledge to enable customers to overcome problems while sharing best practices. This important role is a hub within the company. Technical Support Engineers take questions, issues, and feedback from users and work with Solution Architects, Product Management and Engineering to continuously improve our solutions. Additionally, Technical Support Engineers are encouraged and provided the opportunity to hone their technical skills and deepen their knowledge.

Areas of responsibility include

• Engage on cases effectively in a timely manner working as part of a Global 24X7 team
• Work closely with Engineering and Operations on resolving escalated cases
• Educate customers to help them become product experts
• Write knowledge base articles based on customer questions
• Develop and maintain strong customer relationships
• Provide technical engineering support, as part of our Technical Support Team, to resolve customer issues by performing diagnostics, performance optimization, incident analysis, solution partner recommendations, and product knowledge transfer

Required Technical And Professional Expertise A successful individual for this role should possess:

• Passion for customer care and customer satisfaction.
• A successful track record in developing and managing customer relationships.
• Knowledge in Windows/Linux operating systems
• Knowledge in Managing Client Expectations/Satisfaction
• Knowledge in Problem Determination/Resolution
• English: Fluent

Preferred Technical And Professional Experience

• Knowledge in shell scripting, and SQL
• Knowledge of a programming language such as Java, C/C++
• Knowledge of networking concepts

The preferred candidate must be a self-starter and enjoy working in a challenging and driven environment.

You will collaborate with other IBM product development and support/services teams worldwide to assist in problem root cause diagnosis and provide seamless resolution to our clients.

Our engineers are expected to become product subject matter experts by continuously enhancing and growing technical and communication skills.

You will have many opportunities to present your technical experience to both internal and external audiences.