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Software Support Engineer

IBM

Introduction Managed Security Services is a pioneer and world leader in software and services that protect corporate and personal information from an ever-changing spectrum of online threats and misu

Introduction
Managed Security Services is a pioneer and world leader in software and services that protect corporate and personal information from an ever-changing spectrum of online threats and misuse. MSS core operations are performed in Security Operations Centers (SOC) located in 12 locations around the Glob.SOC Poland is 2nd largest center covering globally all MSS operations.

The Escalation Engineer is responsible for providing quality support to team and customer escalations with a high degree of customer satisfaction; provide responsive and reliable technical solutions and information to internal departments. The engineer works in contact with managers and engineers, developers, and product management.

Your Role and Responsibilities

As Software Support Engineer you will serve primarily to address technical issues relating to software implementation, function and upgrades. They resolve customer complaints or problems and create product problem reports and troubleshooting documents for each issue.

Your responsibilities will include:

  • Troubleshooting and support for complex applications.
  • Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
  • Ensure all issues are treated with urgency.
  • Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional products or applications.
  • Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
  • Write technical knowledge base articles for team and potentially customers to utilize in troubleshooting or improve current processes and procedures.

Additional benefits:

  • Internal and external training and certifications
  • Upskilling programs, wide possibilities of skills’ development
  • Multisport card
  • Private medical package (Medicover) and insurance package
  • Fresh fruits in the office
  • Cinema, ski, and mountain trips for IBMers
  • Holiday camps for children
  • Discounts for IBMers (for a wide range of services/products)
  • Social Fund benefits

Required Technical and Professional Expertise

  • Experience with Unix/Linux administration and scripting
  • Familiarity with TCP/IP and network based troubleshooting
  • Trace analysis and other debugging experience
  • Troubleshooting and support for complex applications
  • Customer relationship management
  • Technical writing for knowledge bases, wikis and other support tools
  • Hands-on experience in Core Java 8

Preferred Technical and Professional Expertise

  • Automation / scripting (shell, Perl)
  • MSS Products knowledge (Qradar SIEM etc)
  • Openshift/Kubernetes
  • Jira
  • ServiceNow

About Business UnitIBM’s Cloud and Cognitive software business is committed to bringing the power of IBM’s Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments—with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.

Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It’s time to define your career.

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

Being You @ IBMIBM 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.