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  • L3 Support Engineer - US

    IBM (Austin, TX)



    Apply Now

    Introduction

    * Utilize your technical skills and knowledge to support a wide range of customers and resolve complex technical issues.

    * Assess and isolate deep technical problems and develop effective solutions to ensure timely resolution.

    * Manage and maintain a support backlog in a professional and efficient manner, keeping customers informed throughout the issue investigation process.

    * Provide the highest level of support to our customers, ensuring their needs are met and exceeded.

    * Check in code to resolve identified issues to ensure customer problems are resolved quickly.

    * Assist with the management of customer escalations and critical situations.

    * Assist with the delivery of product fix pack and interim fixes as needed.

    Your role and responsibilities

    As a level 3 support engineer within the IBM Security Verify organisation you will be working with a group of highly skilled support engineers to maintain one of the portfolios key on-prem/hybrid products. In the role you will have the opportunity to work within a world class support organization to support a wide and diverse client base.

     

    To be successful in this role you will use your existing technical skills and knowledge to support your allocated products customer base. As a level 3 engineer you will need to assess deep complex technical issues to isolate and resolve product issues. You will need to manage and maintain your support backlog in a highly professional and efficient manner to ensure that customers are kept informed about their issues investigation. IBM strives to always put their customers first by providing the highest level of support on every engagement. As part of the IBM Security Verify level 3 team you will be a key member of making happen for both IBM and their customer base.

     

    If working on a key hybrid/on-prem security product with a dynamic, highly skilled and engaged team sounds like something that interests you please read on to validate your skills, knowledge and experience against what we are looking for. If you believe you are a match, we look forward to reviewing your application soon.

    Required technical and professional expertise

    • A minimum of 5+ years of experience working as a support engineer.

    • A minimum of 3+ plus years in one or more of the following programming languages: C/C++, Java, Python.

    • A solid understanding of the software product development lifecycle.

    • A fundamental understanding of general information technology.

    • Demonstrable experience in solving deep, complex technical issues.

    • Experience in managing customer issues and escalations, with a proven track record of resolving them effectively.

    • Strong written and verbal communication skills.

    • Fluent English language skills.

    Preferred technical and professional experience

    * General knowledge in Identify and Access management technologies.

    * General knowledge in cyber security technologies.

    * Prior experience in working with hypervisor deployments.

    * Prior experience working within container deployments.

    * Additional written and language skills a plus.

     

    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, 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.

     


    Apply Now



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    IBM (Austin, TX)
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