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Technical Support Professional - Product Engineering

IBM

IT, Product, Customer Service

Posted on Mar 29, 2025

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Introduction

We are Product Engineering Professionals working on IBM Z Systems (Mainframes) and we build the most secure systems for our customers to deploy their enterprise applications.

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, let’s talk.

Your role and responsibilities

This diverse worldwide product engineering team supports the service structure and serviceability of IBM Z Systems. Product Engineering works with Development, Engineering Test, RAS (Reliability and Serviceability) early in the development cycle to learn the product design and implementation of systems/subsystems, then acts as an interface to field support in resolving complex client problems. Product Engineering provides support to Remote Support representatives to identify, develop and drive the implementation of product repair, field management and problem resolution strategies. Excellent communication skills are needed to succinctly explain complex technical problems both internally to the worldwide team, as well as externally to clients, including action plans and root cause analysis, and collaborating across teams to present a unified analysis to the client in critical situation support. Product Engineers also participate in Early Ship Programs (ESPs) in preparation for Post GA (General Availability).

The posting for this Product Engineering position supports the IBM Z Systems Open Systems Adapter (OSA), Channel sub system, and communication networks associated with those areas for the IBM Z Mainframe platform as part of a team of experts for current and future products. Software background is helpful and knowledge of networking and Sysplex design is desired to be of immediate assistance to the team.

Some client facing travel may be required.

Off shift rotational coverage is required.

No Visa Sponsorship Offered.

Required education

High School Diploma/GED

Preferred education

Bachelor's Degree

Required technical and professional expertise

Programming skills in various languages. 3+ years programming skills in one or more object-oriented languages such as Python / Java/C# or C++.
Hardware or networking experience.
Strong problem-solving skills.
Excellent communication skills and technical writing experience.

Preferred technical and professional experience

Experience in troubleshooting customer problems with environments consisting of complex software/hardware stacks.
Experience with client support organizations and support tools such as Salesforce.
Knowledge of the relationships between microcode, operating system, and application programs.
Experience with IBM Z Open Systems Adapters (OSA), channels, Sysplex configuration and channel attached devices including network analysis.
Experience with Networking skills in TCP/IP, DNS Routing, switch configuration, SAN (Storage Area Network) and IO Devices to debug connectivity problems across the stack
Use IBM VPD Formatter Tool and IQYYEDIT log analysis techniques
Knowledge of logical partitioning (ZCEC), and Hardware Management Console to debug issues for connections.

ABOUT BUSINESS UNIT

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

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

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.

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