Storage Client care - Technical Escalation Management Intern
IBM · Posted Oct 14
Hybrid cloud, artificial intelligence, enterprise software, quantum computing, and IT consulting services
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About the role
IBM's Infrastructure & Technology Technical Support team handles enterprise-level critical support situations, including storage client care. This internship teaches how escalations are managed by shadowing and assisting senior managers in coordinating cross-functional technical teams, communicating with enterprise clients, and driving complex support cases to resolution. The intern will help track case progress, prepare status reports, gain hands-on experience with enterprise support systems and escalation workflows, and identify recurring patterns to suggest proactive support solutions.
What you will do
- Support Issue Resolution: Assist in coordinating internal technical teams, vendors, and partners to resolve critical customer support cases.
- Track & Report: Help monitor case progress, update tracking dashboards, and prepare status reports for both technical teams and leadership.
- Client Communication: Learn how to manage client relationships during escalations and draft clear updates on technical fixes.
- Process & Tooling: Gain hands-on experience with enterprise support systems and internal escalation workflows.
- Identify Improvements: Help review completed cases to spot recurring patterns, improve product quality, and suggest proactive support solutions.
Skills used in this role
What the employer is looking for
- Currently pursuing a degree in Computer Science, Information Technology, Engineering, or a related field.
- Basic understanding of IT systems, enterprise hardware, storage, or operating systems.
- Strong written and verbal communication skills.
- Strong organizational, problem-solving, and time-management abilities.
- Eagerness to learn project management practices and cross-team collaboration in an enterprise environment.
Benefits and support
- Compensation and benefits are detailed in the job posting
About IBM
International Business Machines Corporation (IBM) is a global technology and consulting company that provides hybrid cloud, artificial intelligence, and enterprise infrastructure solutions. Operating in over 175 countries, IBM helps businesses across industries modernize operations, secure data, and drive digital transformation through platforms like watsonx and Red Hat OpenShift. Founded over a century ago, the company remains a pioneer in high-performance computing, enterprise automation, and quantum technology.
- Industry
- Information Technology
- Company size
- 260,000+ employees
- Founded
- June 16, 1911
- Location
- Armonk, New York, USA
- Funding stage
- Public Company
Funding
Public Company · $3.5B raised
- ·Post Ipo Debt$150M
Leadership
Chairman, President and Chief Executive Officer
Senior Vice President and Chief Financial Officer
Senior Vice President, Software and Chief Commercial Officer
Senior Vice President, IBM Consulting
Senior Vice President, Marketing and Communications
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