Principal Support Engineer
Today• Herndon, VA
Your role and responsibilities
Principal Support Engineer, IBM Corporation, Herndon, VA (Up to 100% telecommuting permitted):
- Provide support for complex system-level software products by prioritizing, analyzing, and resolving issues requiring in-depth evaluation.
- Exercise judgment within defined procedures to select methods and techniques for obtaining solutions.
- Manage customer escalations effectively and ensure a high level of customer satisfaction.
- Lead escalations related to complex problems in client products, working with customers and R&D teams to resolve issues while ensuring clear communication and customer satisfaction.
- Perform root cause analysis of technical issues by reviewing diagnostics such as product logs, application code, Java thread dumps, heap dumps, network logs, and garbage collection logs to address problems related to system memory, clustering, SMTP, TCP/IP, SNMP, HTTP, and HTTPS.
- Create and document troubleshooting plans for each request and provide customers with frequent status updates, ensuring progress is tracked in the Service Request Tracking System.
- Develop and share product knowledge for self-service consumption and instruct customers on available self-service resources such as eService.
- Acquire and demonstrate expertise in three or more product families across platforms and supporting technologies by installing, testing, and using software products and attending training sessions.
- Develop and maintain test environments to reproduce and verify solutions for technical problems.
- Oversee and report on installation testing during product release cycles.
- Drive issue resolution with R&D teams during the product problem resolution cycle.
- Define and report on product supportability and readiness issues during the product life cycle.
- Assist in scheduling team resources and identifying continuous improvement opportunities to enhance customer service efficiency.
- Lead team training sessions for new products or releases and create technical documentation.
- Utilize: Integration server, Trading Networks, My webMethods, Oracle, Java, J2EE, MQ, EDI, Linux, API Gateway.
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Required: Bachelor's degree or equivalent in Computer Science, Computers/Electronics Engineering, Information Systems Technology, Systems Engineering or related and five (5) years of experience as a Software Developer, Technical Support Specialist or related. Five (5) years of experience must include utilizing Integration server, Trading Networks, My webMethods, Oracle, Java, J2EE, MQ, EDI, Linux, API Gateway. $187010 to $205711 per year. Full time. AV203.
Required education
Bachelor's Degree
Required technical and professional expertise
Bachelor's degree or equivalent in Computer Science, Computers/Electronics Engineering, Information Systems Technology, Systems Engineering or related and five (5) years of experience as a Software Developer, Technical Support Specialist or related. Five (5) years of experience must include utilizing Integration server, Trading Networks, My webMethods, Oracle, Java, J2EE, MQ, EDI, Linux, API Gateway.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
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.
IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.
OTHER RELEVANT JOB DETAILS
IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
- Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences
We consider qualified applicants with criminal histories, consistent with applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.
Client-provided location(s): Herndon, VA
Job ID: IBM-54436
Employment Type: OTHER
Posted: 2025-08-26T18:47:54
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion
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