Utilize your technical skills and knowledge to support a wide range of customers and resolve complex technical issues.
Assess and isolate deep technical problems and develop effective solutions to ensure timely resolution.
Manage and maintain a support backlog in a professional and efficient manner, keeping customers informed throughout the issue investigation process.
Provide the highest level of support to our customers, ensuring their needs are met and exceeded.
Check in code to resolve identified issues to ensure customer problems are resolved quickly.
Assist with the management of customer escalations and critical situations.
Assist with the delivery of product fix pack and interim fixes as needed.

Your role and responsibilities

As a level 3 support engineer within the IBM Security Verify organization you will be working with a group of highly skilled support engineers to maintain one of the portfolios key on-prem/hybrid products. In the role you will have the opportunity to work within a world class support organization to support a wide and diverse client base.

To be successful in this role you will use your existing technical skills and knowledge to support your allocated products customer base. As a level 3 engineer you will need to assess deep complex technical issues to isolate and resolve product issues. You will need to manage and maintain your support backlog in a highly professional and efficient manner to ensure that customers are kept informed about their issues investigation. IBM strives to always put their customers first by providing the highest level of support on every engagement. As part of the IBM Security Verify level 3 team you will be a key member of making happen for both IBM and their customer base.

If working on a key hybrid/on-prem security product with a dynamic, highly skilled and engaged team sounds like something that interests you please read on to validate your skills, knowledge and experience against what we are looking for. If you believe you are a match, we look forward to reviewing your application soon.

No Visa Sponsorship Offered for this position.

The person must be able to go to the Office in Austin, TX.

Required education

High School Diploma/GED

Preferred education

Bachelor's Degree

Required technical and professional expertise

A minimum of 5+ years of experience working as a support engineer.
A minimum of 3+ plus years in one or more of the following programming languages: C/C++, Java, Python.
A solid understanding of the software product development lifecycle.
A fundamental understanding of general information technology.
Demonstrable experience in solving deep, complex technical issues.
Experience in managing customer issues and escalations, with a proven track record of resolving them effectively.
Strong written and verbal communication skills.
Fluent English language skills.

Preferred technical and professional experience

General knowledge in Identify and Access management technologies.
General knowledge in cyber security technologies.
Prior experience in working with hypervisor deployments.
Prior experience working within container deployments.
Additional written and language skills a plus.

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 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.

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), 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

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 21 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.

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 job is no longer accepting applications

See open jobs at IBM.See open jobs similar to "L3 Support Engineer - US Austin" Tech:NYC.

See more open positions at IBM

Privacy policy Cookie policy