Senior Support Engineer - IBM Verify Governance

• Introduction
• At IBM Software, we transform client challenges into solutions.

Building the world's leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration. You'll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM's product and technology landscape. Here, you'll have the tools and opportunities to advance your career while creating software that changes the world.

• Your role and responsibilities
• As a Technical Support Professional specializing in Identity and Access Management, you are an expert in People products and play a crucial role in helping clients successfully administer their product deployments.

You collaborate with various teams to resolve complex issues and provide exceptional client experiences.

Your primary responsibilities will include:

Resolve Complex Technical Issues:

Collaborate on intricate technical problems to become a subject matter expert in security solutions and supporting technologies, leveraging your expertise to deliver timely and effective solutions.

Provide Technical Support:

Offer top-notch technical support to clients and/or IBM field support, utilizing superior communication, client management, and problem determination/problem source identification skills to ensure seamless issue resolution.

Improve Client Self-Sufficiency:

Contribute relevant and timely content to enhance client self-sufficiency, empowering them to effectively manage their Identity and Access Management product deployments.

• Interact with

Cross-Functional Teams:

Work closely with Development, Sales, Product Management, Services, and QA to verify product defects and enhancements, advocating for ongoing product improvements that meet client needs.

Prioritize and Diagnose Problems:

Utilize technical and negotiation skills to collaborate with other support operations/organizations, prioritizing and diagnosing problems to achieve swift resolution.

• Required technical and professional expertise
• Deep Expertise in

Identity and Access Management:

Proven experience with Identity and Access Management product sets, specifically People products, with a strong understanding of security solutions and supporting technologies.

Advanced Technical Troubleshooting:

Experience in resolving complex technical issues, with the ability to analyze problems, identify root causes, and deliver effective solutions in a timely manner.

Technical Communication and Collaboration:

Experience working with cross-functional teams, including Development, Sales, Product Management, Services, and QA, to verify product defects and enhancements, and advocate for ongoing product improvements.

Security Solutions Subject Matter Expertise:

Experience in becoming a subject matter expert in security solutions and supporting technologies, with the ability to leverage expertise to deliver timely and effective solutions.

Product Life Cycle Management:

Experience in contributing to the growth and development of Identity and Access Management products throughout their life cycle, from deployment to ongoing improvement.

• Preferred technical and professional experience

• Security Solutions Expertise:

  Deep understanding of security solutions and supporting technologies, with the ability to leverage expertise to deliver timely and effective solutions. Experience in analyzing complex security issues, identifying root causes, and developing effective solutions.

Technical Leadership:

Experience in leading technical discussions and collaborating with cross-functional teams to verify product defects and enhancements, and advocate for ongoing product improvements.

Identity and Access Management Product Knowledge:

Experience with Identity and Access Management product sets, specifically People products, with a strong understanding of product life cycle management and the ability to contribute to the growth and development of products throughout their life cycle.

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.