Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

As a Client Facing Technical Support Professional, you will:

• Provide remote technical support assistance to our clients using problem determination and

problem source identification skills

• Communicate action plans and recommendations to our clients and ensure their satisfaction

with the resolution or root cause analysis

• Flex your programming and technology skills to drive problem resolution using existing and

new technical support tools and procedures

• Examine source code, provide feedback to development for product improvement, create test

cases, tools, or debug modules for our clients

• Produce coherent knowledge base articles to enable customers to resolve issues without further

escalation

• Work as part of a worldwide team responsible for diagnosing and troubleshooting software

problems within the Cloud Integration organization, supporting IBM Aspera

Required Professional and Technical Expertise :

• Strong understanding of container technologies, Kubernetes, cloud skills, and networking

protocols

• Knowledge of Unix and Windows platforms

• Proficiency in networking skills, such as TCP and UDP

• Troubleshoot technical issues (networking, web apps, operating system, file system and user

management) in the deployment of high-speed file transfer software in an enterprise environment

• Knowledge of Windows Active Directory/Group Policy, LDAP, SAML, SSO, etc.

• Scripting skills, such as Unix shell, Windows batch, Perl, Ruby or Python

• Basic skills in database server (MySQL) administration

• Communication and customer focus skills - understand customer problems and articulate

current status to customers

• Ability to communicate action plans to the client or IBM representative as appropriate

• Ability to recommend and implement new or improvements to existing technical support tools,

procedures, and processes

Required Technical and Professional Expertise

• English language skills including read, write and speak

• Provide troubleshooting and technical advice for IBM customers

• Provide technical leadership and guidance to both customers and internal project teams that are

geographically distributed

Applicants must be willing to work on a weekend rotation to lead diagnosis of critical customer

outages.

Preferred Technical and Professional Expertise

N/A

About Business UnitIBM's Cloud and Cognitive software business is committed to bringing the power of IBM's Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments-with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.

Your Life @ IBMIn 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 IBMIBM'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.

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

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