Job Information

IBM Technical Support SME for All Flash Storage Systems in RESEARCH TRIANGLE PARK, North Carolina


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 are seeking an individual to join the WW Storage Technical Support team, with an ability to work in a dynamic environment across multiple teams. As a Technical Support Professional you will be a large part of how products develop and grow throughout the product life cycle. Team members work closely with each other, development, and other teams to provide the best possible customer experience.

This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions.

Work with IBM Clients to resolve complex technical problems with their IBM Storage solutions. The candidate will provide technical support assistance to clients Business Partners, Field Support and other support segment within IBM.

  • The candidate needs to have strong problem determination / problem isolation skills.

  • Need to utilize technical and negotiation skills in collaboration with other support operations / organizations to prioritize and diagnose problems and drive to resolution.

  • This person will interpret logs, dumps and systems traces to identify failing components.

  • Must be able to interface with development and/or next level support on possible product defects; negotiate solutions and delivery of solutions as appropriate.

  • The candidate will need to have excellent communication and soft skills in-order to communicate complex technical detail to the client and other support team members. Candidate must have strong written skills for case management and creation of knowledge contents. Dependability and flexibility are required characteristic for this position.

  • He or she will aid in recommendation and implementation of new technology or improvements to existing technical support tools, procedures and processes.

  • The candidate may also provide training for and mentoring to others on the team. Must have OS skills (Windows, Linux, AIX), SAN, LAN and deep Storage knowledge (transport protocols, such as Fiber Channel, and understanding of the SCSI standard).

Dependability and flexibility are required characteristics for this position.

Our geographic preference for this role is in RTP, NC

Required Technical and Professional Expertise

Experience and skills :

  • Bachelors in Computer Science, Mechanical, Electrical or Electronics Engineering

  • 5+ years in Client Support role

  • Excellent Client communications skills

  • Ability to perform the job using English fluently (verbal and written)- English Language is a must / other languages are a bonus

  • Proven ability to work in a high pressure environment while handling critical Client situations. We are seeking someone with experience in data center space, with knowledge of virtualization, storage, servers, Cloud and networking.

  • We seek someone with proven skill troubleshooting and Configuring Network Infrastructure, Server Hardware and Operating Systems, and/or NAS/SAN Solutions

  • Competence needed in SAN/Fabric, Fiber channel and SCSI/RAID technologies and standards

  • Experience / skills related to operating systems and virtualization (Windows, Linux, AIX, VMware)

Preferred Technical and Professional Expertise

  • Understanding of TCP/IP and iSCSI is desirable.

  • Our geographic preference for this role is in RTP, NC

About Business Unit

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

Your Life @ IBM

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

US Citizenship required.

IBM intends this job to be performed entirely outside of Colorado.

Being You @ IBM

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, 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.