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Introduction
IBM CIO is hiring a hands‑on Support Engineer (L1/L2) to support internal teams across IBM. You’ll provide technical and operational support across the full lifecycle of iOS, Android, and macOS applications. You’ll help teams navigate on-boarding, release workflows, compliance checks, and platform distribution, ensuring reliable, secure, and compliant app delivery at enterprise scale. You’ll resolve most issues independently and collaborate with engineering for advanced escalations.
At IBM Finance & Operations, we drive the efficiency, insight, and operational excellence that keep IBM moving forward. As part of this mission, our team team plays a critical role in enabling secure, compliant, and high‑quality application delivery across the enterprise.
We are seeking a hands‑on Support Engineer (L1/L2) to help support the lifecycle of IBM’s mobile and desktop applications. In this role, you will partner with teams across geographies and functions to troubleshoot issues, support developer workflows, guide teams through release and compliance processes, and ensure smooth distribution across iOS, Android, and macOS platforms.
You’ll use your technical problem‑solving skills, attention to detail, and customer‑focused approach to drive operational impact at scale. IBM offers continuous learning, professional development, and a culture that values diverse perspectives, giving you the opportunity to build your career while contributing to work that supports thousands of IBMers worldwide.
Your role and responsibilities
Client & Operational Support
- Serve as the primary L1/L2 contact for internal stakeholders.
- Triage and resolve issues across onboarding, metadata quality, release readiness, signing/provisioning, and distribution workflows.
- Maintain high‑quality ticket management and communications with clear SLAs.
- Support administration tasks for enterprise mobile ecosystem tools (e.g., App Store Connect, Google Play Console, Firebase).
- Assist with configuration needs related to app releases, tester access, and distribution channels (e.g., TestFlight, closed testing tracks).
- Contribute to governance and audit readiness with accurate records and process adherence.
- Perform internal compliance checks for security, privacy, branding, and content guidelines.
- Communicate findings and guide teams through corrective actions to achieve release readiness.
- Guide users through established submission and review workflows.
- Troubleshoot workflow and automation issues; document patterns; recommend improvements.
- Resolve L1/L2 issues independently; escalate advanced issues with clear context and repro steps.
- Track trends, identify recurring issues, and propose process optimizations.
- Provide light scripting assistance and perform basic pipeline validations to resolve automation errors.
- Partner with engineers on low‑complexity CI/CD or tooling updates.
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
- Hands‑on experience with macOS Terminal and Xcode.
- Bash scripting fundamentals.
- GitHub for issue tracking and collaboration.
- Experience with Jenkins or similar CI/CD tools.
- Ability to troubleshoot mobile/macOS signing, provisioning, build, and release issues.
- Excellent written and verbal communication skills.
- Proven track record managing high‑volume support queues with accuracy and professionalism.
- Strong process orientation and attention to detail.
Preferred technical and professional experience
- Familiarity with App Store Connect, Google Play Console, Firebase, TestFlight, and closed/beta testing tracks.
- Understanding of macOS signing/notarization and mobile release processes.
- Experience with fastlane or basic Ruby scripting (nice to have).
- Experience in enterprise environments with governance/compliance workflows.