As a Level 3 (L3) Senior Support Engineer within IBM’s ISDL Power team, you will serve as a key technical expert responsible for resolving the most complex and critical technical issues faced by enterprise customers running IBM Power Systems. You will act as the final escalation point within the support organization, collaborating with cross-functional teams including product engineering, test organization, operations team and field support to deliver best-in-class customer experiences. Your role will involve diagnosing and resolving complex customer issues, collaborating with development and lab teams, and acting as a trusted advisor to IBM clients in mission-critical environments.
This is a customer-facing, technically intensive position that requires deep product knowledge and strong problem-solving skills.

Your role and responsibilities

Key Responsibilities:

Serve as a primary technical contact for advanced customer support cases on IBM Power Systems.
Troubleshoot and resolve complex issues related to hardware, virtualization (PowerVM), operating systems (AIX/Linux), and system firmware.
Provide advanced troubleshooting and root cause analysis for IBM Power Systems hardware and firmware issues.
Analyze system dumps, traces, and logs to diagnose and isolate root causes of system failures or performance issues.
Collaborate closely with L2, Product development and QA teams to drive timely resolution of critical issues and implement long-term fixes or design changes.
Reproduce and debug customer-reported issues in lab environments using diagnostic tools and logs.
Document and communicate technical solutions, including the creation of knowledge base articles.
Contribute to product quality and supportability through code reviews, design feedback, and validation of hot patches , interim fixes or new features.
Interface directly with enterprise clients, maintaining a high level of professionalism and technical depth to build trust and ensure satisfaction.
Participate in on-call rotations for high-priority customer incidents and provide mentorship to junior engineers.
Mentor junior engineers and contribute to training sessions or technical workshops

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

· Bachelor’s or Master’s degree in Computer Science, Electrical Engineering, or related field.

· 6+ years of experience in enterprise technical support, systems engineering, or a related role, preferably with Power Systems.

· Strong experience with AIX, Linux on Power (RHEL/SLES), and system diagnostics tools.

· Solid understanding of virtualization (PowerVM), storage subsystems, and networking in a Power environment.

· Python /Linux /Cloud Exp (AWS, GCP, Openstack), REST API , Basic Ansible

· Proven ability to manage customer escalations and communicate complex technical solutions clearly.

· Experience with debugging tools, scripting (Python, Bash), and log analysis.

· Familiarity with Agile methodologies, Salesforce and defect tracking tools.

Preferred technical and professional experience

· In-depth knowledge of IBM Power architecture (POWER9, POWER10), HMC, VIOS, and firmware stack.

· IBM Certified Advanced Technical Expert – Power Systems.

· Experience working directly with IBM Development and Lab Services teams.

· Exposure to cloud environments such as IBM Cloud or hybrid Power solutions.

· Contributions to open source or technical publications in the Power ecosystem.

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.

IBM 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.

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