Software Support Engineer

Introduction
At 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 Responsibilities
We have 1 position available for an enthusiastic Support Engineer, in our world-wide customer support team for IBM Compilers for Enterprise Systems group in IBM z Systems. We are seeking a motivated and innovative individual to provide remote technical support. This role specializes in problem determination/problem source identification skills for compilers and software built using these compilers, utilizing technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.

The responsibilities include the ability to communicate action plans to the customer or IBM representative as appropriate, recommend and implement new, or improvements to existing, technical support tools, procedures, and processes, and contribute to department attainment of organizational objectives and high customer satisfaction.
This position requires a comprehensive understanding of, or the willingness to learn about, compilers and z/OS operating systems, proven experience using general troubleshooting tools and commands for this platform, and knowledge of tools and commands for analyzing system and heap dumps. Familiarity with troubleshooting compiled applications is essential.
The individual will work with all Technical Support teams within IBM and desire to continuously learn and share expertise.
Excellent written and spoken English skills are required.

Required Technical and Professional Expertise

• Experience in a customer facing role
• Analytical ability (Problem determination/troubleshooting/researching)
• Good time management and organizational skills
• Self-starter & ability to work effectively in a team environment
• Strong technical background in computer systems
• Excellent communication skills
• Self-motivated and proactive to solve problems and accomplish assignments
• Logical and analytic approach to problem solving
• Organized, analytical and methodical
• Highly reliable, team player
• Very good spoken and written English skills, other foreign language is a plus
• Ability to explain/describe technical concepts both verbally and written

Preferred Technical and Professional Expertise

• Experience with IBM Enterprise COBOL for z/OS or Enterprise PL/I for z/OS Compilers:

• Reading and writing COBOL or PL/I programs
• Understanding of compile, bind and execute steps: includes understanding of compile options and LE bind, Includes understanding of Runtime libraries
• Familiarity with the IBM z/OS operating system and the IBM Mainframe: ISPF Navigation, File creation/editing,Access methods (QSAM and VSAM), SDSF,JCL Creation/Usage
• Familiarity with one or more of Assembler, C, C++, COBOL, PL/I, Python, Go, Node.js

Experience in any of the following is considered an asset

• Familiarity with IT infrastructure for large enterprise, LE, CICS, IMS, DB2
• Dump reading ability/tools knowledge which includes IPCS, Fault Analyzer
• Familiarity with VS Code
• Understanding of cloud computing concepts
• Understanding of AI concepts
• Good knowledge of Windows and Linux operating systems