Technical Support Engineer – Level 4

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Accountable for executing customer projects involving systems built on IBM i Power platforms.

• Ensuring a comprehensive understanding and implementation of customer requirements within the timelines established by both the customer and the cloud provisioning team's ROIs.

• Collaborating with subject matter experts (SMEs) from various technologies within the cloud provisioning team to deliver precise and clear updates to Project Managers and other stakeholders.

• Partnering with Service Delivery Managers (SDMs) and support teams to ensure the timely acceptance of customer projects into service.

• Providing thorough and accurate information regarding the IBM i services offered to facilitate a seamless transition into production/live environments.

• Taking ownership of project-related tasks and collaborating with team members and clients to implement solutions for the IBM i platform.

• Executing projects in alignment with customer specifications, project schedules, and deadlines set by Client Onboarding Specialists, which may include working outside normal business hours when necessary.

• Conducting physical onsite installations of IBM Power servers; travel will be necessary.

• Completing IBM i system migrations utilizing methods such as tape, VTL, software replication, and storage replication.

• Assisting Client Onboarding Specialists by delivering timely project updates and translating technical information into easily understandable terms for stakeholders.

• Collaborating with colleagues to optimize implementation solutions and documenting them for Acceptance into Service for the IBM i platform.

• Providing SME-level insights to Technical Pre-Sales on potential solutions being designed or scoped.

• Coordinating with the Infrastructure team to ensure capacity requirements are communicated promptly.

• Delivering efficient and effective support to both internal and external customers, addressing issues escalated beyond lower-tier support, and visiting customer sites as necessary.

• Serving as a senior advisor for customer escalations and technical planning discussions.

• Supporting presales and solution discussions that require expertise in IBM i technical matters.

⛳️ Requirements

• 7-10+ years of experience in a technical support engineering role.

• Expert knowledge of IBM Power Hardware infrastructure (physical IBM power installations).

• Competence in physical racking and stacking.

• Proficient in IBM i O/S technical troubleshooting skills (ranging from V5R4 to V7R6).

• Experience with logical replication software.

• Knowledge of SAN replication and switch configuration.

• Familiarity with VIOS installation and configuration.

• Expertise in PowerHA toolkit including FSFC and FSR.

• Proficient in VTL backup technologies.

• Experience with HMC, FSP, system firmware, OS, and PTF upgrades.

• Skilled in LPAR builds and restoration tasks from physical/virtual media.

• Proficient in MS Office applications.

• Strong organizational, administrative, and problem-solving abilities.

• Capability to assist/train staff and produce technical documentation.

• Effective communication, customer-facing skills, and presentation abilities.

• Initiative, flexibility, adaptability, and capacity to work under pressure.

• Willingness to work outside normal business hours when necessary.

• Strong troubleshooting, root cause analysis, operational governance, major incident, and service management skills.

• Experience leading technical support teams in ITIL-aligned operational environments.

🏝️ Benefits

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities