Introduction We are a growing SaaS company that helps enterprises plan, analyze, and optimize their technology spending across traditional and cloud infrastructure. We are looking for team members to help us evolve and transform internal processes and workflows to help scale our Product, Engineering, and Support organization as we continue to grow. We are a global team, operating openly and transparently, striving to constantly improve through accountability of ourselves and others. Your Role and Responsibilities Overview We are seeking individuals who are passionate about technology, to provide complex support services of our SaaS solutions. Reporting to the Manager of Customer Support, this individual will work closely with our customers and Customer Success Managers to provide break-fix support, operational maintenance, and premium support services. This position is an integral part of IBM's long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. To succeed in this team, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment. This role will operate in a follow-the-sun pattern, based on location: 5 days per week: regular 8 hour working day (start 8am – 5pm local time) Potential for after-hours / on call shifts as part of a team rotation (as applicable) Responsibilities Help customers with product questions, resolve customer issues in a timely fashion Use your business and technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices Monitor and react to alerts in our own cloud environment Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction Work as part of our extended support team, doing whatever it takes to exceed customer expectations Collaborate with other departments in the company to achieve customer satisfaction. Required Technical and Professional Expertise Previous experience in technical support, software services, or system administration for a large end-user community. Experience with Troubleshooting Skills, Data Analysis Skills, Windows Servers. Database skills, with the expertise to write and update SQL queries. Basic knowledge of JavaScript or similar language. Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment; Ability to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress and next steps; Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency; Acting as a customer champion by being the voice of the customer, checking communication channels to stay on top of and communicate effectively and proactively with the company or team updates; Being an example that continues to drive until the root cause is established with clear plans to resolve the customer issue. Preferred Technical And Professional Expertise Experience with RESTful API is an added advantage. Knowledge of Agile methodologies such as Scrum, Kanban, SAFe will be a plus. About Business Unit IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business. This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date. Your Life @ IBM In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better. Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background. Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do. Are you ready to be an IBMer? About IBM IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world. Location Statement When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For additional information about location requirements, please discuss with the recruiter following submission of your application. 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. 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