Engineer II - Remote

Your role and responsibilities

About the Role

The Customer Engineering team is the front line for resolving our most complex technical escalations. We are a small, agile team of software engineers who dive deep into critical customer issues, partner concerns, and features to sustain and enhance our Vault product.

This role is a unique blend of engineering and customer advocacy. You wont just be fixing bugs; youll be a key problem-solver, performing root cause analysis, building tools, and mentoring early-career engineers. Youll be a crucial link between our customers, and our product engineering teams, ensuring we deliver a phenomenal and reliable secrets management tool for businesses of all sizes.

In this role, you can expect to:

An engineer in this role can expect to:

• Own the resolution of critical customer escalations, working closely with our support, product, and engineering teams to address customer outages, performance degradations, and intricate technical challenges.
• Conduct deep-dive root cause analysis by recreating complex customer environments and systematically diagnosing issues to get to the core of the problem.
• Be a proactive communicator, providing regular, transparent status updates to all relevant stakeholders and documenting solutions and workarounds.
• Contribute directly to the Vault codebase by implementing bug fixes, developing enhancements, and refining the tools that improve our teams efficiency.
• Convert major issues into clear, actionable backlog items for the core engineering team, ensuring that customer feedback drives product improvements.

• Develop and refine troubleshooting runbooks to empower our support teams, reduce duplicate escalations, and help build a collective knowledge base.
• Participate in the teams mentorship mission, helping to train and coach early-career engineers.

This job can be performed from anywhere in the US

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBMs AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBMs hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means youll be able to learn and develop yourself and your career, youll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBMs greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, were also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now its time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
• Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
• Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
• Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. 

This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change. The compensation range listed for this position is the IBM Reference Salary that is used when you are not actively participating in a sales plan. Your actual base pay plus incentive opportunity will be determined by the Incentive Plan assigned to you.

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

Information :

• Company : (0147) International Business Machines Corporation
• Position : Engineer II - Remote
• Location : San Francisco, CA
• Country : US