Software Support Engineer - Spectrum Copy Data Management

Company: IBM
Location: Austin, Texas, United States
Type: Full-time
Posted: 31.AUG.2021
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IntroductionAt 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...


IntroductionAt 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, lets talk.Your Role and ResponsibilitiesThe IBM _Spectrum_ _Copy Data Management_ _(CDM)_ Team is leading the charge in supporting complex integrated storage products end to end. Our team doesn't stop at the traditional boundaries of component level product. We act as a single interface to our clients to address their storage solution problems related to IBM Spectrum CDM.We require individuals who wish to be challenged technically and feel comfortable working in dynamic, agile environments creating resolutions to problems as they arise. The products we work on are being deployed in a fast, highly scalable storage environments for AI, big data, or cloud. This position involves working with our IBM customers remotely, which are some of the world's top research, health care and technology providers.**Job Duties:** Work in a fast-paced customer support environment. Work both individually and as part of a highly motivated WW SME Support team to assist IBM customers to perform problem determination/problem source identification on the IBM Spectrum Copy Data Management.Debugging and analysis are performed via the telephone as well as electronically.Candidates must possess strong customer interaction skills and be able to clearly articulate solutions and options. Must be familiar with and able to interpret complex software problems that span across multiple client and server platforms including UNIX, Linux, AIX, and Windows. Focus on storage area networks (SAN), network protocols, Cloud, and storage devices is preferred. Hands-on experience with storage virtualization is a plus. Multilingual capabilities are preferred. Candidates must be flexible in schedule and availability. Second shift and weekend scheduling may be required.IBM's client Software Support Specialists are required to deliver post sales Remote Technical Software Support Services in English:+ Responding to client queries and providing remote technical software support in a timely manner.+ Maintaining highest client satisfaction and relationships even in severe and pressurized situations.+ Interacting with client and IBM functions consistently until problem solution.+ Performing problem management and end-to-end problem ownership by analyzing problems/situations and understanding problem impact on client business.+ Employing IBM's standard support delivery methodologies and tools.+ Logging all related activities for each customer query and handling client data securely.+ Performing in international software support delivery processes and environments.+ Review diagnostic information to assist in isolation of a problem cause (which could include, assistance interpreting traces and dumps).+ Identify known defects and fixes to resolve problems.+ Aid on supported product known defects for which available corrective service information and program fixes are available.+ Identify suspected defects and engage development teams to assist in resolution.+ Aid with questions regarding product documentation related to the supported products+ Interpret online manuals regarding IBM code and application interfaces.+ Collaborate with other support centers and business units to provide seamless problem resolution.+ Demonstrate proficiency in the software platform supported by maintaining applicable technical certifications.+ Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.+ Weekend duty rotation will be required**About the Team**Candidates will be working in a remote technical support, supporting Spectrum Copy Data Management (part of Spectrum Protect product family). This is a WW team, in multiple GEOs, working as a cohesive unit to deliver defect solutions to customer reported problems.Required Technical and Professional Expertise+ A minimum of 2 years of experience in customer support services+ A minimum of 2 years of experience within the storage space+ Associate's degree+ Demonstrated solid communication skills (verbal and oral) in a customer facing environment.+ Basic knowledge of Operating Systems+ Basic knowledge of storage devices and peripherals+ Basic knowledge of storage virtualizationPreferred Technical and Professional Expertise+ Fluency in English; written and oral+ Bachelor's degree; Computer Science, Software Engineering, or Electrical Engineering.+ Experienced/Advanced usage of Operating Systems (UNIX, Linux, Windows+ Experienced/Advanced usage of storage, cloud, Storage Area Networks (SAN), network protocols.+ Knowledge of WebSphere, DB2, SAN and Tape drives.+ Experienced/Advanced knowledge of storage devices and peripherals+ Experienced/Advanced experience with storage virtualizationAbout Business UnitIBM 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 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 IBMIBM'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.Location StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:*12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.*World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.*Well-being programs to support mental and physical health.*Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).*Select educational reimbursement opportunities.*Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.*Giving and volunteer programs to benefit charitable organizations and local communities.*Discounts on retail products, services, and experiences.We consider qualified applicants with criminal histories, consistent with applicable law.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.Being 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, pregnancy, disability, 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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