Technical Support - Hardware and Software Products ELH - 2027

IBM; Poughkeepsie (AR); On-site; USD 85,000 - 115,000; Full time

Job summary

IBM is seeking a Hardware Support professional to investigate client-reported issues, analyze logs, perform trace analysis, and diagnose root causes. You will work with global teams and clients to drive timely resolutions, and may participate in off-shift rotations to support worldwide operations.

You will build expertise in IBM hardware offerings, stay current with new releases and tools, and contribute to improvements that boost reliability and serviceability across product lines.

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, Engineering, Physics, Mathematics, or a related field.
• Strong analytical and problem-solving skills with debugging experience.
• Experience with at least one programming language (C/C++/Python/Java).
• Excellent English communication, written and verbal.

Responsibilities

• Investigate client-reported issues using logs, tracing, and diagnostics to identify root causes.
• Collaborate with global teams and interface with clients to drive issue resolution.
• Participate in off-shift and weekend duty rotations to support global clients.
• Suggest product improvements to enhance reliability and serviceability.

Skills

Analytical skills

C/C++/Python/Java

English communication

Independent and collaborative work

Education

Bachelors in CS/CE/Engineering

Tools

z/OS

Linux

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

Investigate client-reported issues and technical questions using tools such to read system logs, trace analysis, and system diagnostics. These issues may arise from product defects, incorrect usage, or misconfigured environments, and require methodical analysis to identify root causes and deliver effective solutions. Collaborate with global teams and interface directly with clients to drive issues to resolution. Participate in off-shift and weekend duty rotations as needed to support clients operating in global time zones and to ensure timely resolution of high-impact issues. Contribute to product improvement by identifying design deficiencies, reporting product defects, and recommending enhancements that improve reliability and serviceability. Continuously develop technical expertise in your assigned specific area of Hardware Support Product offerings, staying current with new product releases, tools, and procedures to support evolving client needs.

Required Technical And Professional Expertise

• Bachelor’s degree in Computer Science, Computer Engineering, Engineering, Physics, Mathematics, or a related field.
• Strong analytical and problem-solving skills, with a passion for debugging and understanding how operating systems and software/hardware work at a low level.
• Experience with at least one programming language (e.g., C, C++, Python, or Java).
• Excellent English communication skills (written and verbal).
• Ability to work independently and collaboratively in high-pressure situations.
• Willingness to work across time zones and participate in global team collaboration.

Preferred Technical And Professional Experience

• Basic knowledge of Storage Area Networks and Fibre Channel Switches.
• Knowledge of networking fundamentals, including TCP/IP, DNS, NFS, SMB, and InfiniBand.
• Experience with z/OS or other mainframe environments.
• Basic Understanding of LLM Foundational models and generative AI.
• Experience with developing presentations and creating spreadsheets.
• Familiarity with operating system concepts (e.g., memory management, file systems, CPU architecture).
• Familiarity with storage concepts, such as RAID, file systems, block vs. object storage, and data redundancy.
• Basic understanding of Linux/Unix systems, including command-line operations and file systems.
• Experience with reviewing software/hardware logs data (system dumps analysis, debugging, or low-level system troubleshooting).
• Background in tutoring, teaching assistant roles, or mentoring.
• Demonstrated service mindset and ability to explain complex issues clearly.
• Experience with APIs and scripting.