Technical Support Professional 2027

At IBM Software, we transform client challenges into solutions. Building the world’s leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration. You’ll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM’s product and technology landscape. Here, you’ll have the tools and opportunities to advance your career while creating software that changes the world. As a Technical Support Professional, you should have experience in a customer-facing leadership capacity. This role necessitates exceptional customer relationship management skills along with a solid technical grasp of the product/s they will support. The Technical Support Professional is expected to adeptly manage conflicting priorities, thrive under pressure, and autonomously navigate tasks with minimal active guidance. The successful applicant should possess a comprehensive understanding of IBM support, development, and service processes and deliveries. Knowledge of other IBM business procedures and professional training in mediation or conflict resolution would be advantageous. Your primary responsibilities include: • Direct Problem-Solving Experience: Previous experience in addressing client issues is valuable, along with a demonstrated ability to effectively resolve problems. • Strong Communication Skills: Ability to communicate clearly with both internal and external clients through spoken and written channels. • Business Networking Experience: In-depth experience and understanding of the IBM and/or OEM support organizations, facilitating effective networking and collaboration. • Excellent Coordination, Leadership & Organizational Skills: Exceptional coordination and organizational abilities, capable of leading diverse teams and multitasking within a team-based business network environment. Proficiency in project management is beneficial. • Excellence in Client Service & Client Satisfaction: Personal commitment to pursuing client satisfaction and continuous improvement in the delivery of client problem resolution. • Language Skills: Proficiency in English is required, with fluency in multiple languages considered advantageous. • Exposure to Technical Troubleshooting: Experience working with analysis and troubleshooting of technical issues, including recreating and debugging client IT environment issues to determine the course of action and/or solutions. • Understanding of Client IT Environments: Exposure to understanding client IT environments, including hardware, software, and network configurations to provide effective technical support. • Familiarity with Collaboration Tools: Experience working with collaboration tools and platforms to coordinate and communicate with Development, Services, and Field teams. • Knowledge of Digital Solutions: Exposure to creating and reusing knowledge assets and content to promote client self-sufficiency through digital solutions. • Understanding of Product Quality Improvement: Experience working with data and client feedback to drive product quality, functionality, serviceability, and usability improvements.