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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

IBM Data and AI team is looking for a technical support engineer to join our team that is supporting IBM leading Data & AI products on-Prem & multiple cloud platforms. As part of this team, you will have opportunity to work on supporting our customers that are utilizing multiple tools to build next generation of intelligent data fabric, databases and analytics tools. Your responsibilities will include:

• Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding its scope

• Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness

• Utilizing technical and negotiation skills and collaborate with the Development teams to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.

• Make timely, accurate and complete updates in case information to document all activities relating to the clients' reported problems

• Communicating updates and action plans to customer or IBM representative via the support portal, phone and email as per response guidelines

• Recognize and minimize client impact by using timely and appropriate escalation processes to engage other Support teams.

• Adhere to the first response and case update frequency SLA and continuously improve the response and resolution time to maintain high customer satisfaction.

Required Technical and Professional Expertise

Demonstrated communication skills and additional languages are a plus.

Knowledge of Linux operating systems such as RHEL or CentOS.

Knowledge of Windows Desktop and Windows Server operating systems.

Experience in scripting and basic Java/C++/Python programming experience.

Proficient in technical writing; public facing knowledge articles; technical forum contributions. Basic knowledge of supported Internet Browsers: Edge, Chrome, Firefox.

Preferred Technical and Professional Expertise

Experience with Relational/NoSQL databases

Analytics tooling

Cloud technologies

About Business UnitIBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

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.