L3 Support Engineer

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 Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise 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 AnsibleProven 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. Preferred technical and professional experience 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.