zHW Technical Support Professional

Introduction

At IBM Infrastructure, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology Lifecycle Services means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.

Your role and responsibilities

As a Technical Support Professional, you will specialize in providing services to clients in support of IBM Systems products, operating systems, and Hybrid cloud Infrastructure Solutions, applying expertise in supporting Z hardware. You will work directly with clients to understand their technical environment status and impact on their business, recommending actions to resolve problems and enhance their environment. Your primary responsibilities will include:

• Analyze Technical Issues: Use Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to analyze data trends and logs to determine technical issues, reading and analyzing system source code and logs to provide root cause analysis and identify defects.

• Provide Client Support: Work directly with clients to understand their current technical environment status and impact on their business, recommending actions to completely fix problems and enhance their environment with latest fixes, firmware, and OS levels.

• Implement Automation: Proactively use data analytics to implement automation, improve effectiveness, and enable smart routing for achieving exceptional client experience.

• Collaborate with Teams: Collaborate with other Support, Complaint Management, and Development teams to enable knowledge sharing and facilitate expedient issue resolution.

• Deliver Expertise: Provide expertise and consulting for Premium Support clients, supporting multiple customers or dedicated customer support.

Required technical and professional expertise

• Strong analytical and problem-solving skills, with a passion for debugging and understanding how hardware works at a low level.

• Excellent English communication skills (written and verbal).

• Ability to work independently and collaboratively in high-pressure situations.

• Willingness to work across time zones and participate in global team collaboration.

• Ability to explain complex issues clearly.

Preferred technical and professional experience

• Bachelor’s degree in Computer Engineering, Computer Science, or Electrical Engineering

• Exposure to IBM Z or other mainframe environments.

• Knowledge of networking fundamentals, including TCP/IP, DNS, NFS, SMB, and InfiniBand.

• Knowledge of power subsystems- power supplies, distribution power thermal cooling, mechanical enclosures.

• Knowledge of logical partitioning (Z CEC), and Hardware Management Console to debug performance issues for BCPii/WSAPI and SNMP connections.

• Experience with reviewing hardware logs data (system dumps analysis, debugging, or low-level system troubleshooting).

• Experience with Cognitive Support Platform (Salesforce): Knowledge of using Salesforce to analyze data trends and logs to determine technical issues.

• Background in tutoring, teaching assistant roles, or mentoring.

• Experience with developing presentations and creating spreadsheets.

• Experience with at least one programming language (e.g., C, C++, Python, or Java).

• Basic Understanding of LLM Foundational models and generative AI.

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.