Technical Support Engineer

Job Description

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Technical Support Engineer – IBM Software Support

Introduction

Are you passionate about solving technical problems and helping others succeed? IBM Software Support is actively seeking curious, driven, and customer-focused engineers to join their team of Technical Support Engineers. In this role, you will gain hands-on experience supporting a diverse range of IBM software solutions, learn from industry experts, and contribute significantly to real-world client success.

Why Join IBM Support?

IBM Support is a crucial cornerstone of client success, recognized for:

• Industry-leading customer satisfaction: A commitment to excellence in client service.
• 24×7 global availability and proactive engagement: Ensuring clients receive timely and forward-thinking support.
• Secure data handling: Adherence to global standards for data security and privacy.
• Expertise and efficiency powered by AI tools: Leveraging advanced AI like watsonx and copilot to enhance problem-solving.
• A culture of learning, collaboration, and innovation: A dynamic environment that fosters continuous growth and new ideas.

Your Role And Responsibilities

As a Technical Support Engineer, you will be responsible for:

• Driving the resolution of client product issues through effective collaboration with global support and engineering teams across IBM Software and Cloud.
• Analyzing diagnostics, optimizing product usage, and recommending solutions to help customers maximize their partnership with IBM.
• Creating and updating knowledge base articles to share valuable insights and solutions.
• Educating clients on product usage, best practices, and effective troubleshooting techniques.
• Working closely with Engineering and Product teams to contribute to the continuous improvement of IBM solutions.
• Participating in proactive support activities, including upgrade planning and fostering product adoption among clients.

Required Technical And Professional Expertise

• Education: Bachelor’s degree in Computer Science, Computer Engineering, Artificial Intelligence, or a closely related technical field.
• Communication: Strong communication skills coupled with a genuine passion for customer satisfaction.
• Operating Systems: Familiarity with Windows and/or Linux operating systems.
• Troubleshooting: Basic understanding of troubleshooting methodologies and problem resolution techniques.
• Language: Fluent in English.

Preferred Technical And Professional Experience

• Customer Service: Prior experience within customer service teams.
• Programming: Exposure to programming languages such as Java, Python, etc.
• Software Development: Understanding of software development concepts and system integration principles.

Equal Opportunity Employer

IBM is dedicated to fostering a diverse environment and 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 also upholds compliance with all fair employment practices concerning citizenship and immigration status.

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