23 days old

Customer Success Engineer

Durham, NC 27709
  • Job Code

The IBM Cognitive Applications team is seeking innovative and enthusiastic software engineering professionals to join our team building the next generation multi-cloud marketplace platform. If you love working with cutting edge technologies, dynamic and high performing teams, then this is the right next step in advancing your career. The team will be challenged to design, develop, and operate cloud applications and services leveraging a wide variety of open source, machine learning, and commercial technologies aimed at dramatically expanding the reach of the IBM Cloud to millions of enterprise developers. Our focus on delivering performance and predictability for our customers' most demanding workloads, at global scale and with leadership, efficiency, resiliency and security is the cornerstone of our development model and will result in maintaining IBMs leadership position for years to come.

Your Role and Responsibilities
Our team doesnt stop at the traditional boundaries of product support. We are the single interface to our clients to address all of their support needs. We support our clients in ways they could never have imagined in helping them achieve their goals. In the Customer Support Engineer capacity, the candidate will interface with Development SMEs, Client Care, Sales, Offering Management, and other internal / external teams to resolve client product issues and improve overall Product Quality. We require individuals who wish to be challenged technically and feel comfortable working in a fast-paced, dynamic environment, resolving problems as they arise, and creating innovative, proactive solutions to prevent issues before they are a problem.
As a Customer Success Engineer on the Support team, your responsibilities will include:
  • Be the voice the customer to Product and Engineering organizations
  • Document and track client cases from issue to resolution.
  • Properly level-set and manage client expectations through the resolution process, ensuring that technical issues are understood, addressed, and resolved to the clients satisfaction.
  • Interlock with internal and external technical teams, Offering Management, and Development to resolve product defects and improve product quality and overall User Experience
  • Develop and deploy tools, generate training materials, and create problem resolution articles to assist our clients in expanding their deployment and knowledge base.
  • Find solutions for a wide range of software issues including answering how-to questions, trouble-shooting defects, analyzing performance issues and collaborating across product areas to resolve problems.
  • Help troubleshoot software problems utilizing team expertise, knowledge content, in addition to testing and development discussions.
  • Contribute to knowledge content used by clients and staff by creating and managing documentation.
  • Innovate new ideas to support products and software, in addition to providing the ultimate support experience.

Required Technical and Professional Expertise
You will be successful if you have 2+ years of experience in the following:
  • Executing Software Customer Support best practices, using state of the art bug & incident/ticket tracking systems such as ServiceNow, SalesForce for Support or similar service/support or CRM applications.
  • General understanding of cloud native applications, containerization, and software as a service (SaaS) concepts and technologies
  • Issue triage and prioritization
  • Active participation in an on-call rotation throughout the year.
  • Excellent written and verbal communication skills.
  • Analytical thinking with strong attention to detail and excellent follow-through practices.
  • Experience working effectively across cultures and geographies.

Preferred Technical and Professional Expertise
  • Bachelors Degree (Computer Science or related), or equivalent.
  • Knowledge of the IBM Cloud offering and marketplace ecosystem.
  • Knowledge of DevOps concepts and methodologies.
  • Experience with Agile methods, iterative development, and Continuous Integration/Continuous Delivery (CI/CD)

About Business Unit
At IBM Cognitive Applications, we build open applications that unlock the power of data for clients, partners, and developers. Running on top of IBM's unique Hybrid, Multi-cloud and AI infrastructures, these applications work across horizontal domains and bring our technology to life for end users. Cognitive Applications unit includes: Watson Customer Engagement, Watson IoT, Watson Media and Weather, Talent & Collaboration, Digital Growth & Commerce, and IBM Developer teams.

Your Life @ IBM
What matters to you when youre 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
IBMs 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
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, 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.



  • Computers Software and Hardware
Posted: 2020-01-03 Expires: 2020-02-02

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Customer Success Engineer

Durham, NC 27709

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