Application Level 2 Technical Support Job at IBM – 3.9 in Research Triangle Park, NC

Job Description


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

ESW (Entitled SoftWare) Level 2 Technical Support team delivers excellent technical support services to clients in the worldwide against ESW service lines. ESW L2 technical support engineers provide remote technical support to worldwide clients by collaborating with global team members. The engineer will help resolve client issues, and evaluate the nature and criticality of the problem, determine root cause and in cases involving other partners, coordinate activities with other support teams, and ultimately ensuring client satisfaction.

  • Investigate technical issues for clients worldwide
  • Replicate client issue, and report defect, if any
  • Provides client the temporary solution, especially in critical situation or severity 1 issue
  • Write documentation and support utilities to improve support quality and productivity
  • Review multiple results to determine where the true issue is occurring
  • Interface with clients and bring issues to resolution

IBM will not be providing visa sponsorship for these positions now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.


Required Technical and Professional Expertise

Three plus years of SQL writing queries

Proven ability to learn new features usage/design, then to explain product features to clients effectively and succinctly

Three plus years experience working with users to reproduce and diagnose problem and provide a solution

Three plus years experience in writing stories for development to correct the user issue so that the problem can be corrected

Preferred Technical and Professional Expertise

Web test or business analyst background

B2B or CRM platform L2 Support, or related experience

About Business Unit

The Office of the Chief Information Officer (CIO) owns IBM’s IT strategy and provides the tools, workstations, devices, and infrastructure that IBMers use to do their jobs every day. Put simply, our mission is to create a productive environment for IBM’s 365,000 worldwide employees. Join us as we lead with with design to drive simplicity and ease of use, engineering the systems that run the business, and innovating to transform the business.

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

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

About Company

Company: IBM – 3.9

Company Location:  Research Triangle Park, NC

About IBM - 3.9