IBM jobs - AI Applications Product Support Engineer

Introduction
Software Developers at IBM are the backbone of our strategic initiatives to design, code, test, and provide industry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work our software developers do.  Whether you are working on projects internally or for a client, software development is critical to the success of IBM and our clients worldwide.  At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of.


Your Role and Responsibilities
Who You are:

• The L1 Software Support Engineer will work closely with IBM worldwide SaaS customers to manage and resolve issues for the IBM Products through email, phone and web communication in the global support environment.

What you will Do:
Each implementation is unique in it's design. Providing for an constantly changing and exciting challenge. If working in this area interests you, and you have the aptitude and energy to take the on technical support issues of the top corporations in the world, we would like to meet you.

Previous knowledge of our products is a plus, but it is not a requirement for consideration. New hires will be provided training at a level beyond standard user functionality. Pairing with a mentor and continuing on in a collaborative team environment. Applicants must be able to openly share ideas and communicate thoroughly and professionally in both verbal and written forms.

Responsibilities of a AI Applications Product Support Engineer include but are not limited to:

• Independently manage all customer communication channels.
• Responsible for case management and customer communication.
• Coordinate between customer, SaaS/internal teams, engineering, DevOps, ITOps teams
• Educate customers on IBM software and support best practices.
• Proficient in the use of the IBM software applications such that s/he can understand the functional behavior of IBM WCE application, determine customer requirements, do preliminary investigation, provide workarounds and report defects to escalation team if any.
• Understand software requirements of the Client Desktop, and know how to determine and verify customer configurations.
• Priorities customer requirements and resolve within customer SLO.
• Excel by learning multiple IBM WCE products and support processes.
• Strong adherence to IBM value system.
• Participate in schedule to assist 24x7x365 support for IBM customers.

How we’ll help you grow:
You’ll have access to all the technical and management training courses you need to become the expert you want to be.

You’ll learn directly from expert developers in the field; our SME's love to mentor.
You will have the opportunity to work in many different areas to figure out what really excites you.


Required Technical and Professional Expertise

• 2-5 Years Experience in customer facing roles.
• Knowledge on EDI standards ( X12, EDIFACT)
• Diligent approach to task completion.
• Proven analytical and problem solving skills
• Should be self-motivated and a quick learner
• Ability to prioritize and handle multiple issues simultaneously

Preferred Technical and Professional Expertise

• Experience working on a Support role will be an added advantage.
• Knowledge on Cloud Architectures - IaaS, PaaS and SaaS, Docker.
• Understanding of various protocols like FTP,SFTP,AS2,X400 etc

About Business Unit
At IBM Cognitive Applications, we build open applications that unlock the power of data for clients, partners, and developers. Running on top of IBM's unique Hybrid, Multi-cloud and AI infrastructures, these applications work across horizontal domains and bring our technology to life for end users. Cognitive Applications unit includes: Watson Customer Engagement, Watson IoT, Watson Media and Weather, Talent & Collaboration, Digital Growth & Commerce, and IBM Developer teams.


Your Life @ IBM
What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.


About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.


Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.


Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.