L3 Support Engineer

Introduction

As a Level 3 (L3) Support Engineer within IBM’s ISDL Power team, you will serve as a key technical expert responsible for resolving the most complex and critical technical issues faced by enterprise customers running IBM Power Systems. You will act as the final escalation point within the support organization, collaborating with cross-functional teams including product engineering, test organization, operations team and field support to deliver best-in-class customer experiences. Your role will involve diagnosing and resolving complex customer issues, collaborating with development and lab teams, and acting as a trusted advisor to IBM clients in mission-critical environments.

This is a customer-facing, technically intensive position that requires deep product knowledge and strong problem-solving skills.

Your Role And Responsibilities

• Serve as a primary technical contact for advanced customer support cases on IBM Power Systems.
• Troubleshoot and resolve complex issues related to hardware, virtualization (PowerVM), operating systems (AIX/Linux), and system firmware.
• Provide advanced troubleshooting and root cause analysis for IBM Power Systems hardware and firmware issues.
• Analyze system dumps, traces, and logs to diagnose and isolate root causes of system failures or performance issues.
• Collaborate closely with L2, Product development and QA teams to drive timely resolution of critical issues and implement long-term fixes or design changes.
• Reproduce and debug customer-reported issues in lab environments using diagnostic tools and logs.
• Document and communicate technical solutions, including the creation of knowledge base articles.
• Contribute to product quality and supportability through code reviews, design feedback, and validation of hot patches , interim fixes or new features.
• Interface directly with enterprise clients, maintaining a high level of professionalism and technical depth to build trust and ensure satisfaction.
• Participate in on-call rotations for high-priority customer incidents and provide mentorship to junior engineers.
• Contribute to training sessions or technical workshops
  
  

• Bachelor’s or Master’s degree in Computer Science, Electrical Engineering, or related field.
• 4+ years of experience in enterprise technical support, systems engineering, or a related role, preferably with Power Systems.
• Strong experience with AIX, Linux on Power (RHEL/SLES), and system diagnostics tools.
• Solid understanding of virtualization (PowerVM), storage subsystems, and networking in a Power environment.
• Python /Linux /Cloud Exp (AWS, Openstack), REST API , Basic Ansible
• Proven ability to manage customer escalations and communicate complex technical solutions clearly.
• Experience with debugging tools, scripting (Python, Bash), and log analysis.
• Familiarity with Agile methodologies, Salesforce and defect tracking tools.
  
  

• In-depth knowledge of IBM Power architecture (POWER9, POWER10), HMC, VIOS, and firmware stack.
• IBM Certified Advanced Technical Expert – Power Systems.
• Experience working directly with IBM Development and Lab Services teams.
• Exposure to cloud environments such as IBM Cloud or hybrid Power solutions.
• Contributions to open source or technical publications in the Power ecosystem.