**Introduction** A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into solutions. Seeking new possibilities and always staying curious, we are a team dedicated to creating the world’s leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career. IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive. **Your role and responsibilities** As a Technical Support Professional, you should have experience in a customer-facing leadership capacity. This role necessitates exceptional customer relationship management skills along with a solid technical grasp of the product/s they will support. The Technical Support Professional is expected to adeptly manage conflicting priorities, thrive under pressure, and autonomously navigate tasks with minimal active guidance. The successful applicant should possess a comprehensive understanding of IBM support, development, and service processes and deliveries. Knowledge of other IBM business procedures and professional training in mediation or conflict resolution would be advantageous. Your primary responsibilities include: •Direct Problem-Solving Experience: Previous experience in addressing client issues is valuable, along with a demonstrated ability to effectively resolve problems. •Strong Communication Skills: Ability to communicate clearly with both internal and external clients through spoken and written channels. •Business Networking Experience: In-depth experience and understanding of the IBM and/or OEM support organizations, facilitating effective networking and collaboration. •Excellent Coordination, Leadership & Organizational Skills: Exceptional coordination and organizational abilities, capable of leading diverse teams and multitasking within a team-based business network environment. Proficiency in project management is beneficial. •Excellence in Client Service & Client Satisfaction: Personal commitment to pursuing client satisfaction and continuous improvement in the delivery of client problem resolution. •Language Skills: Proficiency in English is required, with fluency in multiple languages considered advantageous. **Required technical and professional expertise** 5+ years of experience. * Knowledge and application of relational database concepts. * Experience with Cloud computing (AWS/Azure/GCP) * Specific knowledge and application of IT services and financial management, including budgeting, cost allocations, capital & operating expense handling, program portfolio management, and application/infrastructure support. * Strong analytical and problem-solving skills. * Strong skills in data analysis/manipulation. * Ability to quickly comprehend complex spreadsheets/data to streamline the underlying processes into the Apptio solution; versed in formulaic logic (e.g., Excel). * Self-starter - able to come up to speed on complex, difficult concepts with minimal assistance. * Ability to quickly context-switch between multiple complex work streams. * Instinctive ability to subdivide problems into basic components to efficiently pinpoint the root cause of issues. * Client-focused attitude — a customer advocate. * Team player with solid communication and presentation skills. * Skilled at working with large data sets in Excel, quickly detecting and resolving data-related issues. **Preferred technical and professional experience** * Basic programming skills and web development understanding, e.g., JavaScript, HTML, CSS, SQL, Python * Knowledge of ticketing tools like Salesforce, JIRA * Knowledge of tools like Splunk, Grafana. 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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.