Technical Support, Hardware and Software Products

What you'll do

• Investigate client-reported issues and technical questions using system logs, trace analysis, and diagnostics.
• Identify root causes of product defects, incorrect usage, or misconfigured environments.
• Interface directly with clients to drive technical issues to resolution.
• Participate in off-shift and weekend rotations to support global time zones.
• Report product defects and recommend enhancements to improve system reliability and serviceability.
• Maintain up-to-date knowledge of hardware support products, tools, and procedures.

What we're looking for

• Bachelor's degree in Computer Science, Computer Engineering, Engineering, Physics, Mathematics, or a related field.
• Strong analytical and problem-solving skills with a passion for debugging low-level systems.
• Experience with at least one programming language such as C, C++, Python, or Java.
• Excellent English communication skills in both written and verbal formats.
• Ability to work independently and collaboratively in high-pressure situations across global time zones.
• Knowledge of networking fundamentals (TCP/IP, DNS, NFS, SMB, InfiniBand) and storage concepts (RAID, file systems). (preferred)
• Experience with z/OS or other mainframe environments; Linux/Unix systems; and reviewing system logs for troubleshooting. (preferred)
• Familiarity with LLM models, generative AI, APIs, scripting, and creating presentations or spreadsheets. (preferred)