Technical Support Professional Software Engineer Poughkeepsie, New Yor

IBM - Poughkeepsie, NY

Full-time

Poughkeepsie, NY

Computer and Electronic Product Manufacturing

About the position

The Product Engineering / Product Field Engineer at IBM plays a crucial role in supporting the service structure and serviceability of products. This position involves providing technical expertise in critical situations, collaborating with various teams during the development cycle, and acting as an interface to resolve complex problems for clients. The engineer will support the zSystems Hardware Management Console (HMC) and Support Element (SE), ensuring effective problem resolution and product repair strategies.

Responsibilities

• Provide technical expertise for critical situations related to product engineering.
• Support the service structure and serviceability of products.
• Collaborate with Development, Engineering Test, and RAS teams during the development cycle.
• Act as an interface to the field in resolving complex problems for IBM clients.
• Develop and drive the implementation of product repair and problem resolution strategies.
• Perform break-fix support and critical situation support.
• Conduct customer impact event repair action analysis and field engineering change support.
• Participate in Early Ship Programs in preparation for Post GA (General Availability).
• Support the zSystems Hardware Management Console (HMC) and Support Element (SE).
• Utilize RTC (Rational Team Concert) for defect tracking and source control.

Requirements

• Bachelor's Degree
• At least 2 years experience in Problem Determination / Problem Source Identification
• Basic knowledge in Product Engineering and Client support
• Basic knowledge in zSystems Open Systems Adapters
• At least 2 years experience in Computer Networking
• Basic knowledge in a common programming language (Java, C/C++, etc.) in an application support role
• Basic knowledge in Web Application Programming and design
• At least 2 years experience in Linux
• At least 1 year experience in Virtualization through Hypervisors such as RHEV
• Readiness to travel 10% annually
• Fluent in English

Nice-to-haves

• At least 3 years experience in Problem Determination / Problem Source Identification
• At least 1 year experience in Product Engineering and Client support
• At least 3 years experience in Computer Networking
• At least 2 years experience in a common programming language (Java, C/C++, etc.) in an application support role
• At least 2 years experience in Web Application Programming and design