Technical Support Engineer

Introduction

A career in IBM Software means you'll be part of a team that transforms our customer's 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

• Delivery of superior-level service to end-user customers, and functioning as point-of-contact for escalated issues to ensure appropriate response and focus of support teams
• Manage the hiring, development, and retention of technical support engineers and enhance their technical, communication, and business skills to deliver quality service to partners and customers.
• Ensure adherence to response-time and response-quality SLAs, that workload is balanced across engineers, and that the team delivers on their commitment to customer success.
• Implement, maintain, and enhance escalation processes and procedures and the on-call schedule and systems to ensure that service and customer satisfaction goals are consistently exceeded.
• Compile, analyze, and report on support metrics and work with product and engineering teams to communicate hot issues, customer/partner needs, priorities, and to drive product improvement.
• Develop and execute strategic and operating plans, working hand in hand with other support leaders.
• Contribute to the direction of support infrastructure, processes, and systems to increase the quality and efficiency of support.
• Tracking, monitoring and reporting on department operations, and closely manage critical customer accounts to develop path to issue resolution

• Demonstrated experience supporting enterprise level, mission-critical applications
• Mature and seasoned senior manager excelling in customer communication, problem-solving, and comfortable presenting to executives as well as front-line staff
• Previous account management or account executive skills desired, with ability to organize and track multiple projects
• Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis.
• Must exhibit an effective customer service attitude and be able to lead a team in resolving difficult customer situations.
• Technically sound, able to lead and participate in technical discussions and work on basic technical cases when required
• Supporting Apache Cassandra environments or other relational and/or alternative database technologies
• Experience supporting various types of DBaaS and associated cloud environments.
• Strong understanding of Generative AI concepts and emerging trends in AI research.
• Strong understanding of Java, Python, and/or another programming language
• Strong Linux and Networking skills navigation and tools
• Experience managing technical support operations in a distributed environment
• Familiarity with open source software a plus

• Skilled in leading and motivating talented support engineers.
• Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
• Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.
• Must be motivated by challenges and be able to offer multiple solutions for a problem.
• Proven track record of identifying and developing innovative enhancements to Support process and methodology.
• Able to develop individual and team objectives to contribute positively to organizational goals and direction

• 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