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IBM AI-Cognitive Support Engineer in Sofia, Bulgaria


The IBM Cloud team supports clients who deliver mission critical processes and leverage the latest innovations in the Cloud catalogue. The team supports a combination of Public, Hybrid, and Multicloud clients who are utilizing the flexibility of IBM Cloud to build and run their business anywhere. IBM Cloud allows deployment on multiple clouds (IBM, AWS, Azure or Google) and systems (IBM Z®, IBM Power® or x86). Public cloud with industry-specific requirements and Watsonx.

At IBM Bulgaria, we make sure that the world continues to operate driven by our latest and greatest technologies, such as System Z, Storage, Power, AIX and many other solutions. In our Client Innovation Center Sofia, the people have the chance to collaborate with the whole world and clients from every corner of it. We already have experts in development, DevOps, QA and Support Engineers. We also have opportunities in more client-oriented roles, such as Emergency Response Managers, Technical Escalation Managers, and many Project management roles.

Your Role and Responsibilities

As an AI-Cognitive Support Engineer, you will be at the forefront of driving customer satisfaction through the delivery of exceptional technical support. Serving as the primary technical interface to our clients, you will play a critical role in improving overall customer experience by quickly identifying and resolving problems in a global IBM Cloud environment. You will work in close collaboration with team members, other IT organizations, key stakeholders and business partners to meet the needs of the business as well as that of the customers.

Key responsibilities:

  • Act as a point-of-escalation within the AI-Cognitive Support Engineering team for technical issues

  • Drive effective communication by providing solutions when working with customers to identify and remediate issues concerning services supported within the IBM Cloud Service Catalog

  • Play a pivotal role in creating documentation, updating existing documentation and providing oversight and peer review of change control documents written by other team members

  • Engage with other Engineering teams for knowledge transferring of new products/technologies

  • This position requires working on shifts rotation.

Required Technical and Professional Expertise

  • Demonstrated track record of working directly with customers

  • In-depth understanding of the cloud computing industry with a focus on AI/cognitive

  • Strong ability of troubleshooting complex issues using problem determination best


  • Fluency in English (both verbal and written)

Preferred Technical and Professional Expertise

  • Expertise in Virtualization products and Cognitive/ AI concepts

  • Expertise in Provisioning, storage concepts, operating systems, Web servers, Webhosting control panels, system administration

  • Experience in Cloud-based software development using technologies such as CloudFoundry, Kubernetes, and various runtimes

  • Expert level industry and vendor certifications

  • Fluency in one of the following languages: German, French, Italian, Spanish or Portuguese is a plus

About Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries, and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

Your Life @ IBMIn 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 you'll be able to learn and develop yourself and your career, you'll 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 IBMIBM's 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, we're 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 it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM 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.