IBM Z Software Technical Support Engineer

Introduction

Are you who we are looking for? Technical Support is an always-changing and exciting industry with room to exercise your creative muscles in a way that directly benefits IBM clients all over the world. You will be working with a team of well known experts in the mainframe industry –with many patents and publications to show for it –to solve complex and technical defect related problems.

DFSMS Support is not your typical tech support. Engineers on the DFSMS Support teams are responsible for not only reading and debugging source code, as well as understanding how the products function, but also being able to articulate complex concepts to clients who have varying levels of experience with the product set.

Your Role And Responsibilities

This role will require in-depth knowledge and understanding of both the z/OS mainframe operating system, as well as the data management layer of the system, known as DFSMS (Data Facility Storage Management Subsystem). The candidate is not generally expected to have this knowledge upon job entry, but will be expected to be very willing and motivated to learn this technology as the entry point of the position. We have a strong education program to assist with this learning.

Regarding the day-to-day of the position, debuggers, creative problem solvers and solution finders wanted. DFSMS Technical Support is looking for individuals who enjoy scavenger hunts, puzzles, alternative numbering systems, and complex programming analysis.

• Collaborate with global teams and interface directly with clients to drive issues to resolution.
• Participate in off-shift and weekend duty rotations as needed to support clients operating in global time zones and to ensure timely resolution of high-impact issues.
• Contribute to product improvement by identifying design deficiencies, reporting product defects, and recommending enhancements that improve reliability and serviceability.
• Continuously develop technical expertise in your assigned specific area of the z/OS system, staying current with new product releases, tools, and procedures to support evolving client needs.
  
  

This role will require in-depth knowledge and understanding of both the z/OS mainframe operating system, as well as the data management layer of the system, known as DFSMS (Data Facility Storage Management Subsystem). The candidate is not generally expected to have this knowledge upon job entry, but will be expected to be very willing and motivated to learn this technology as the entry point of the position. We have a strong education program to assist with this learning.

Regarding the day-to-day of the position, debuggers, creative problem solvers and solution finders wanted. DFSMS Technical Support is looking for individuals who enjoy scavenger hunts, puzzles, alternative numbering systems, and complex programming analysis.

Required Technical And Professional Expertise

• Bachelor’s degree (or equivalent experience) in Computer Science, Engineering,Mathematics, or a related field.
• Strong analytical and problem-solving skills, with a passion for debugging and understanding how operating systems and software work at a low level.
• Experience with at least one programming language (e.g., C, C , Python, or Java).
• Excellent English communication skills (written and verbal).
• Ability to work independently and collaboratively in high-pressure situations.
• Willingness to work across time zones and participate in global team collaboration
  
  

Exposure to IBM Z Operating System: Familiarity with the IBM Z OS and its interaction with other IBM hardware and software solutions is essential for this role.

Understanding of Technical Issue Resolution: Experience working with technical issue resolution processes, including identifying root causes and assessing available options, is necessary for success in this position.

Familiarity with Cognitive Support Platforms: Exposure to cognitive support platforms and their application in resolving technical issues is required for effective collaboration with clients and internal teams.

Experience with Technical Support Delivery: Experience delivering technical support to multiple customers or providing dedicated support to a smaller number of clients is necessary for this role.

Knowledge Sharing and Collaboration: Exposure to collaborative environments, including working with Support, Complaint Management, and Development teams, is essential for facilitating expedient issue resolution.

Preferred Technical And Professional Experience

• Experience with z/OS or other mainframe environments.
• Familiarity with operating system concepts (e.g., memory management, file systems, CPUarchitecture).
• Exposure to dump analysis, SVC debugging, or low-level system troubleshooting.
• Background in tutoring, teaching assistant roles, or mentoring.
• Degree or strong interest in mathematics, logic, or scientific reasoning.
• Demonstrated service mindset and ability to explain complex issues clearly
  
  

IBM HW & SW Solutions: Exposure to IBM hardware and software solutions and their interaction with IBM Z OS is beneficial for this role.

Multiple Customer Support: Experience supporting multiple customers and adapting to diverse technical environments is advantageous.

Complaint Management: Familiarity with complaint management processes and collaboration with Complaint Management teams can facilitate effective issue resolution.