IBM I

Product Support and Services Engineer (BB-D4180)

Found in: Searcheuropeanjobs

Description:
**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**

The main roles and responsibilities are



Support responsibilities include:



o Ensures support requests from clients are worked within expected SLAs and with high quality.

o Works closely with other regional IBM Cloud Object Storage support centers to ensure support requests are appropriately worked from a global perspective and are escalated to additional subject matter experts as needed as per defined processes.

o Engages with clients to understand their current implementation and future plans.

o Helps clients find solutions to technical challenges.

o Identifies, creates, or enhances processes, knowledge base articles, and product improvements as part of a continuous review of support case trends.

o Performs on-call support duties, which requires outside business hours on-call capability.



Services responsibilities include:



o Works with clients, business partners, IBM sales teams, and other IBM services-oriented teams to develop solutions and plans to meet client requirements.

o Identifies and delivers services to clients, which include but limited to new system installation, system expansion, system health check, training, consulting and premium support.

o Generates estimates for services, while working with other teams to define SOW and contracts with clients and internal teams.

o Works with the IBM financial team to recover costs for services performed.



**Required** Professional and Technical Expertise:

• Enjoys working with clients and solving problems.

• Meticulous and thorough in issue analysis and documenting next steps/resolution.

• This position is customer facing (all audience levels) with direct phone and email communications, which requires good interpersonal skills along with good written and oral communication skills.

• Good listener to fully understand customer requests and help to resolve the issue.

• Data driven approach to identifying concerns and driving improvement actions.

• Proactive “can-do” contribution to overcome obstacles through strong influencing and collaboration skills

• Up to 10% travel required. May include local and international, with short notice.



**Preferred** Professional and Technical Expertise:

• Knowledge of HTTP, REST API, S3, Linux and distributed system architecture and networks.

• Fluency in another language other than English is a plus.

• Ability to effectively work with IBM teams in other time zones.

• A working knowledge of case management in Salesforce, or equivalent, is desirable.



**Required Technical and Professional Expertise**



Enjoys working with clients and solving problems.

• Meticulous and thorough in issue analysis and documenting next steps/resolution.

• This position is customer facing (all audience levels) with direct phone and email communications, which requires good interpersonal skills along with good written and oral communication skills.

• Good listener to fully understand customer requests and help to resolve the issue.

• Data driven approach to identifying concerns and driving improvement actions.

• Proactive “can-do” contribution to overcome obstacles through strong influencing and collaboration skills

• Up to 10% travel required. May include local and international, with short notice.



**Preferred Technical and Professional Expertise**

• Knowledge of HTTP, REST API, S3, Linux and distributed system architecture and networks.

• Fluency in another language other than English is a plus.

• Ability to effectively work with IBM teams in other time zones.

• A working knowledge of case management in Salesforce, or equivalent, is desirable



**About Business Unit**

Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client’s data, no matter where it resides, to respond to changing market dynamics.



**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’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.



**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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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