Customer support engineer

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
Who you are:

The IBM Cognitive Applications team is seeking an innovative and enthusiastic software engineer to join our Customer Support Experience Team building the next generation multi-cloud marketplace platform. If you love working with cutting edge technologies, dynamic, high performing teams, and are passionate about customer success, then this is the right next step in advancing your career. Our focus on delivering performance and predictability for our customers' most demanding workloads, at global scale and with leadership, efficiency, resiliency and security is the cornerstone of our development model and will result in maintaining IBM's leadership position for years to come.

The Customer Support Experience Team is the single interface to our clients to address all of their support needs. In this role, the candidate will interface with Development SME's, client care, Sales, Offering Management and other internal/external teams to resolve client product issues and improve overall Product Quality and total customer satisfaction. We require individuals who wish to be challenged technically and feel comfortable working in an unstructured environment creating resolutions to problems as they arise.

What you'll do:

As a Customer on the engineering team, your responsibilities will include:
• Document and track customer cases from issue to resolution
• Properly level-set and manage customer expectations through the resolution process, ensuring that technical issues are understood, addressed and resolved to the customer's satisfaction
• Interlock with internal and external technical teams, Offering Management, and Development to resolve product defects and improve product quality as well as ease of use/consumability.
• Build tools, generate training materials, create problem resolution articles to assist our clients in expanding their deployment and knowledge base
• Find solutions for a wide range of software issues including answering how-to questions, trouble-shooting defects, analyzing performance issues and collaborating across product areas to resolve problems.
• Help troubleshoot software problems utilizing team expertise, knowledge content, testing and development discussions
• Contribute to knowledge content used by customers and staff by creating and managing documentation
• Innovate new ideas to support products and software, and provide the ultimate support experience

How we'll help you grow:

As a Customer on the engineering team, your responsibilities will include:
• Document and track customer cases from issue to resolution
• Properly level-set and manage customer expectations through the resolution process, ensuring that technical issues are understood, addressed and resolved to the customer's satisfaction
• Interlock with internal and external technical teams, Offering Management, and Development to resolve product defects and improve product quality as well as ease of use/consumability.
• Build tools, generate training materials, create problem resolution articles to assist our clients in expanding their deployment and knowledge base
• Find solutions for a wide range of software issues including answering how-to questions, trouble-shooting defects, analyzing performance issues and collaborating across product areas to resolve problems.
• Help troubleshoot software problems utilizing team expertise, knowledge content, testing and development discussions
• Contribute to knowledge content used by customers and staff by creating and managing documentation
• Innovate new ideas to support products and software, and provide the ultimate support experience

Required Technical and Professional Expertise

  • The following technical and professional expertise is required:
    • 2+ year's experience in Software Customer Support
    • Understanding of Open Source Technologies
    • Experience with Kubernetes and Cloud
    • Experience in Linux or UNIX Systems Administration
    • Experience with CRMs and bug & incident/ticket tracking systems
    • Excellent written, verbal and phone skills
    • Analytical with strong attention to detail and excellent follow-through practices
    • Experience working effectively across cultures and geographies
    • Ability to participate in an on-call rotation throughout the year
    • Knowledge of cloud-native application development such as PHP, Java, Javascript for NodeJS, JavaScript, HTML, CSS, SQL or NoSQL Databases, etc
    • Knowledge of microservices architecture
    • Experience with modern DevOps concepts, methodologies, and tools
    • Experience with agile methods, iterative development and continuous integration


Preferred Technical and Professional Expertise
The following technical and professional expertise is required:
• 2+ year's experience in Software Customer Support
• Understanding of Open Source Technologies
• Experience with Kubernetes and Cloud
• Experience in Linux or UNIX Systems Administration
• Experience with CRMs and bug & incident/ticket tracking systems
• Excellent written, verbal and phone skills
• Analytical with strong attention to detail and excellent follow-through practices
• Experience working effectively across cultures and geographies
• Ability to participate in an on-call rotation throughout the year
• Knowledge of cloud-native application development such as PHP, Java, Javascript for NodeJS, JavaScript, HTML, CSS, SQL or NoSQL Databases, etc
• Knowledge of microservices architecture
• Experience with modern DevOps concepts, methodologies, and tools
• Experience with agile methods, iterative development and continuous integration

About Business Unit
The IBM Digital Business Group is missioned with providing all consumers with an exceptional digital experience by making cloud and cognitive solutions available to all businesses. The group is responsible for designing and building world-class digital platforms and offerings that enable innovation and simplicity through modern digital technologies.

To that end, the DBG is responsible for positioning our products and offerings; transforming the experience our clients have with IBM; and streamlining our platforms, so they are simple, easy-to-use, and delightful. We'll accomplish this in part by being accessible and open. The DBG will support the end-to-end client journey, expand IBM's reach beyond our conventional, large institutional client base, and focus on the startup and developer communities. The DBG's winning aspiration is to "Unleash IBM to Empower the World," by:
Executing intelligent demand generation programs rooted in technology
Delighting customers with a world-class digital experience across our platforms
Providing access to digital experts trained to help clients consumer digital solutions
Making "believers out of buyers" and creating communications that evangelize IBM

Your Life @ IBM
What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBM is a global technology and innovation company. It is the largest technology and consulting employer in the world, with presence in 170 countries. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software, uniquely distinguishes IBM from other companies in the industry.
Over the past 100 years, a lot has changed at IBM, in this new era of Cognitive Business, IBM is helping to reshape industries as diverse as healthcare, retail, banking, travel, manufacturing, and many more, by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things. We like to say, "be essential." We are changing how we create. How we collaborate. How we analyze. How we engage. IBM is a leader in this global transformation.
Join the next generation of innovators, inventors and entrepreneurs who are changing the very way the world works. We want the brightest minds doing work that inspires, in an environment where growth is encouraged. IBMers get to discover their potential, so they're inspired to create breakthroughs that help our clients succeed. We're building diverse teams with people who want their ideas to matter. Join us - you'll be proud to call yourself an IBMer.

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM
IBM is committed to creating 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


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