Introduction
At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.

At IBM Bulgaria, in our Systems organization, we make sure that the world continues to operate driven by our latest and greatest technologies, such as System Z, Storage, Power, AIX and many other solutions.In our Client Innovation Center Sofia, the people have the chance to collaborate with the whole world and clients from every corner of it. We already have experts in development, DevOps, QA and Support Engineers. We also have opportunities in more client-oriented roles, such as Emergency Response Managers, Technical Escalation Managers, and many Project management roles.

Your Role and Responsibilities
In this challenging role, you’ll be responsible to receive and record incident related information, and use a variety of tools, techniques, and procedures to select appropriate actions to resolve problems. This role participates in remote technical support of IBM software products and/or systems. Key aspects of this role are:

• Find solutions for customers with a wide range of server software issues including answering how-to questions, trouble-shooting defects, analyzing system logs and collaborating across product areas to resolve problems
• Help customers troubleshoot server software problems utilizing IBM team expertise, knowledge content, testing and development discussions
• Contribute to the IBM knowledge content used by customers and staff by creating and helping to manage documentation
• Help to bring innovation and new ideas to support products and software
• Responding to escalated customer calls, complaints, questions and queries

Willingness to work during US working hours

What we offer:

• Company-paid training and certifications
• Access to fully functional lab facility for education purposes and problem recreation
• Work in a team with leading specialists
• Competitive remuneration package
• Diverse job role structure giving opportunities for growth within the team.
• Hybrid working model with flexibility to work from home on a regular basis
• A workplace in an open, friendly hi-tech environment
• Recognition awards
• Additional health coverage
• Special offers and discounts/ corporate badge program
• Did we mention free coffee, snacks?
• Eco friendly travelers are welcome to the office – parking places for bikers and monthly allowance for transportation are available to all employees
• Referral bonus program

Required Technical and Professional Expertise

Preferred Technical and Professional Expertise

• Fluency in French, German, Italian or Spanish
• Software support experience
• Customer service or client-facing experience
• Working knowledge of the IBM i operating system