Technical Support Professional

Introduction

At IBM Infrastructure & Technology, 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 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

• Investigate and resolve client‑reported issues using tools such as dump reading, trace analysis, and system diagnostics. Issues may stem from product defects, incorrect usage, or configuration problems and require structured analysis to identify root causes and drive solutions.
• Collaborate with global support and development teams, and interface directly with clients to ensure timely resolution of technical problems.
• Participate in off‑shift and weekend duty rotations as needed to support clients operating across global time zones and to manage high‑impact or time‑sensitive issues.
• Contribute to product quality by identifying design gaps, submitting defect reports, and recommending enhancements that improve reliability, serviceability, and customer experience.
• Continuously build your technical expertise in specific z/OS components by staying current with new releases, diagnostic tools, and support procedures.
  
  

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• Strong analytical and problem‑solving skills, with a passion for debugging and understanding how operating systems and software behave at a low level.
• Hands-on experience with z/OS and Assembler.
• Understanding of operating system concepts such as memory management, file systems, and CPU architecture.
• Strong service mindset with the ability to clearly explain complex technical issues to diverse audiences.
  
  

Preferred Technical And Professional Experience

• Exposure to dump analysis, SVC debugging, or low‑level system troubleshooting.
• Background in tutoring, teaching assistance, mentoring, or similar roles.
• Degree or demonstrated interest in mathematics, logic, or scientific reasoning.