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 Software Support Engineer, you will be in a front-line position supporting our Data Replication software (IIDR CDC).
You will debug issues seen by customers and work with development to solve customers issues.
Using technical resources and tools, support customers by answering questions and responding to customer requirements. Utilize product, technology, industry and / or services skills to identify problems which may be related to product installation, update, configuration, operations, or performance.
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- You'll have access to all the technical training courses you need to become the expert you want to be.
- You'll learn directly from senior members/leaders in this field.
- You'll have the opportunity to work with multiple customers.
This role will require working a shifted work week to provide support on weekends.
Required education
None
Preferred education
Master's Degree
Required technical and professional expertise
- Providing technical support, including problem determination, resolution, and escalation as needed
- Proactively managing high severity and priority incidents
- Excellent oral and written communication skills
- Ability to listen to customers and understand both situational and technical issues
- Assisting customers via telephone, and remote support tools
- Ability to work with and collaborate across a global team of engineers
- Basic knowledge of Operating Systems (UNIX, Linux, Windows)
- Availability to work on holidays
Preferred technical and professional experience
- A working knowledge of case management in Salesforce, or equivalent, is desirable
- Experience working in a 24×7 support environment
- Good analytical and problem-solving skills
- Understanding of database usage and internals
- IBM Db2 LUW, IBM Db2 for z/OS, Microsoft SQL Server and/or Oracle experience is an asset
ABOUT BUSINESS UNIT
IBM 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 @ IBM
In 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 IBM
IBM'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.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.