INTRODUCTION

Software Developers at IBM are the backbone of our strategic initiatives to design, code, test, and provide industry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work our software developers do. Whether you are working on projects internally or for a client, software development is critical to the success of IBM and our clients worldwide. At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of.

YOUR ROLE AND RESPONSIBILITIES

Do you like to solve puzzles? Our IBM Systems teams are full of achieving experts in Cognitive Systems, Storage Systems and IBM Z. The teams support IBM clients, IBM Sales, Business Partners, and IBM Field Engineers delivering a superior client experience. The position of Software Client Facing Technical Support is that of an expert. We are looking for individuals with proven analytical skills, who are self-starters, and are motivated by solving complex solution problems, often times working with little or incorrect data, and has the patience needed to work under pressure to drive a problem to resolution. Someone who is equally comfortable speaking with administrators, engineers, and executives.

The IBM Systems Software Engineering teams support a wide range of technologies that have allowed IBM to be a market leader across operating systems for decades. This gives IBM employees the unique opportunity to build a career across multiple cutting-edge technologies, or drill down to become an expert in a specific technology, or both. Furthermore, our support teams get exposure working with top clients across the globe and across all industries (such as Financial, Health Care, Manufacturing, Retail, and Government).

Responsibilities of this role include using a number of problem reporting tools such as RETAIN and Salesforce. You will perform break-fix support, critical situation support, customer impact event repair action analysis and field engineering change support and participate in Early Ship Programs in preparation for Post GA (General Availability). You will work in a team that provides remote technical support of Systems software and solutions as well as provide technical support assistance to customers using problem determination/problem source identification skills. Additionally, you will utilize technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. You will be responsible for communicating action plans to the customer or IBM representative as appropriate and for recommending and implementing new improvements to existing technical support tools, procedures, and processes as well as contribute to department attainment of organizational objectives and high customer satisfaction. Weekends and on-call rotations may be required.

DUTIES:

• Works closely with SW (as well as HW) Developers to design solutions and action plans - both short term workarounds and longer-term code fixes
• Recreates customer issues on a replicated lab environment
• Concludes root cause analysis and knowledge base articles
• Continuously evaluates the current methods and systems of providing remote support with focus on speedy and quality resolution of the field issues ensuring highest customer satisfaction

SOFT SKILLS NEEDED:

• Mature personality and sense of responsibility
• Service oriented mindset
• Ability to deal with pressure and concurrent tasks
• Strong desire to learn, invest time and effort, in order to grow and succeed

REQUIRED TECHNICAL AND PROFESSIONAL EXPERTISE

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, Math, Science, or related field

KNOWLEDGE OR EXPERIENCE WORKING WITH ONE OR MORE OF:

• Operating system administration, command usage, or troubleshooting
• Operating system internals (e.g., kernel, file system, networking, client-server, performance)
• Programming and scripting languages (e.g., C, Java, Python, or Shell)
• Programming and data structure concepts
• Cloud and virtualization administration and usage
• Coursework in Data Structures and Algorithms

PREFERRED TECHNICAL AND PROFESSIONAL EXPERTISE

• Excellent English communication skills in both verbal and written formats
• Excellent organizational, analytical and problem determination/solving skills
• Growing, then applying your technical knowledge toward solving problems
• Assessing customer situations, then applying common sense to manage those situations
• Working with a global team to share ideas on how to work and solve problems
• Being agile and open-minded to quickly adapt to procedures and tools required for the position
• Working in high pressure, dynamic situations with a large degree of autonomy
• Focused and results orientated with accuracy and attention to details
• Customer driven focus
• Commitment to accuracy and attention to details
• Acting in a respectful and professional manner to represent IBM to its high-profile clients

YOU MUST BE WILLING AND ABLE TO PERFORM JOB DUTIES IN POUGHKEEPSIE, NY.

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.