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Technical Support Professional

IBM

IT, Customer Service

San Jose, CA, USA

Posted on Sep 18, 2025

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Introduction

IBM® watsonx Orchestrate® is a generative AI and automation platform that helps businesses streamline operations by deploying intelligent digital workers. These AI agents automate repetitive tasks and complex workflows across enterprise systems—without requiring coding skills. The platform integrates with existing tools and enables agents to collaborate and execute tasks autonomously, supporting functions like HR, sales, procurement, and customer service to boost efficiency and decision-making.

Your role and responsibilities

As a Technical Support Engineer for IBM watsonx Orchestrate, you will be the technical backbone of customer success. This role focuses on delivering expert-level technical support for IBM watsonx Orchestrate. You will diagnose and resolve customer issues, collaborate with development and support teams, and contribute to improving support tools and processes. Success is measured by technical expertise, teamwork, and high customer satisfaction.

You will be part of a global team providing remote technical support for IBM watsonx Orchestrate. You will collaborate across timezones to deliver seamless 24x7 “follow-the-sun” support to customers worldwide.

You will become a product expert with deep knowledge of watsonx Orchestrate’s components and customer use cases. Your priority is customer success—resolving technical issues and answering questions to ensure satisfaction and drive value.

This is a great opportunity to work with cutting-edge AI technologies and grow your skills in a key IBM initiative. You will be continuously challenged to learn and develop—for our customers, the company, and your own career.

The Watsonx Orchestrate Technical Support Engineer responsibilities:

Provide technical support assistance to customers using problem determination/problem source identification skills.
Utilize technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
Communicate action plans to the customer or IBM representative as appropriate.
Recommend and implement new or improvements to existing technical support tools, procedures, and processes.
Mentor team members and contribute to training
Contribute to department attainment of organizational objectives and high customer satisfaction.
Document solutions, create knowledge base articles, and contribute to support best practices.
Demonstrate proficiency in the product supported by maintaining applicable technical certifications.
Support continuous improvement initiatives by providing feedback to product management teams based on customer interactions.
Manage and prioritize daily support requests.
Demonstrate excellent verbal and written communication skills.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

Knowledge of Agentic AI
Basic knowledge in Operating system administration (Windows, Linux)
Basic knowledge in database administration (DB2, Oracle, MS SQL)
Analytical thinking, structured problem-solving techniques
Strong positive customer service attitude with sensitivity to client satisfaction.
Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.
Strong analytical and troubleshooting skills, including problem recreation, analyzing logs and traces, debugging complex issues to determine a course of action and recommend solutions.

Preferred technical and professional experience

Basic knowledge of AI technologies
Knowledge with OpenShift
Knowledge with scripting (including Python, JavaScript)
Basic knowledge of LDAP
Knowledge with Apache Flink and Kafka
Knowledge with Elastic Search
Knowledge with Kibana
Knowledge with Containerization and Kubernetes
Knowledge with Process/Data Mining
Fluent in speaking and writing in English and additional language(s)
At least 1 year experience in Technical Support

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 500 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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), cash balance pension plan, 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

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.

This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change. The compensation range listed for this position is the IBM Reference Salary that is used when you are not actively participating in a sales plan. Your actual base pay plus incentive opportunity will be determined by the Incentive Plan assigned to you.

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 15 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.

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