Technical Support Engineer – Level 4

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

📋 Description

• Accountable for the execution of customer projects involving systems based on IBM i Power platforms.

• Ensuring 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 understandable updates to Project Managers and other stakeholders.

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

• Supplying accurate and complete 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 customers to implement solutions for the IBM i platform.

• Executing projects according to customer specifications, project timelines, and deadlines established by Client Onboarding Specialists, including working outside of standard business hours when necessary.

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

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

• Assisting Client Onboarding Specialists by providing timely project updates and translating technical information into clear language for stakeholders.

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

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

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

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

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

• Supporting presales and solution discussions that necessitate IBM i technical expertise.

⛳️ Requirements

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

• Expertise in IBM Power Hardware infrastructure (physical IBM power installations).

• Experience in physical racking and stacking.

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

• Knowledge of logical replication software, SAN replication, Switch configuration, and VIOS installation & configuration.

• Familiarity with the PowerHA toolkit including FSFC and FSR.

• Experience with VTL backup technologies.

• Competence in HMC, FSP, system firmware, OS & PTF upgrades.

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

• Proficiency in MS Office applications.

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

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

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

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

• Willingness to work outside of normal business hours when necessary.

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

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

🏝️ Benefits

• Health insurance.

• Flexible work arrangements.

• Professional development opportunities.