L2 Support Engineer

💼 Position: L2 Support Engineer

📍 Location: Hyderabad, Telangana, India (Hybrid)

🕒 Job Type: Full-time

🌐 About the Role

IBM is hiring a Level 2 (L2) Support Engineer to join its IBM Software team. You'll be supporting enterprise clients by troubleshooting complex issues, collaborating across departments, and driving improvements in support processes and tools. This role is customer-facing and requires both technical depth and strong communication skills.

🔧 Responsibilities

• Provide technical support to clients and IBM field teams
• Use problem determination and root cause analysis to resolve issues
• Collaborate cross-functionally (with Product, Dev, and Sales teams)
• Develop and recommend enhancements to support tools, procedures, and processes
• Resolve high-priority and emergency issues independently
• Create and maintain knowledge base articles, tools, and procedures

✅ Required Qualifications

• 5+ years of experience with Unix/Linux/Windows system-level knowledge
• Strong analytical and troubleshooting skills
• Ability to independently manage and resolve critical support cases
• Clear and effective verbal and written communication
• Experience handling enterprise-grade customer environments

⭐ Preferred Skills

• Exposure to High-Performance Computing (HPC), cluster management, or cloud environments
• Experience in software support or product development
• Familiarity with DevOps practices or tools is a bonus

🧩 Ideal Candidate Profile

• You're a technical problem-solver who thrives in complex environments
• You're customer-obsessed, with a strong sense of ownership
• You enjoy collaborating cross-functionally and sharing knowledge
• You’re comfortable with urgent issue management and can stay calm under pressure