InfoSphere Optim Technical Support Professional

IBM Corporation•San Jose, CA

77d

About The Position

IBM Optim is a data management solution that helps organizations manage data throughout its lifetime, from requirements to retirement. It offers a centralized archiving solution, test data management, protection of data, and data governance. Successful candidates will provide technical support assistance to customers using problem determination / problem source identification skills. They will utilize technical and negotiation skills in collaboration with development and other support organizations. This includes recommending and implementing improvements to existing technical support tools, procedures, and processes, contributing to department goals, and attaining organizational objectives through high customer satisfaction. You will be part of an international team and organization that is distributed around the globe. You will act as a global team member contributing to seamless 24x7 "follow-the-sun" support for IBM's customers. You will be working with customers around the world. You will go beyond the industry standard technical support practices and will become an expert of the product, with a strong knowledge of the product internal components as well as how the solution is utilized by customers. Your top priority is always going to be customer success and customer satisfaction; by answering their technical questions and resolving their product related issues you will contribute to their success. This is going to be an excellent opportunity for you to work with the latest technologies and to grow your skills in one of IBM's key data management products. You will be challenged to never stop learning, as we want you to grow for our customers, our company and finally for your own career Your role and responsibilities The Technical Support engineer: Provides technical support assistance to customers using problem determination/problem source identification skills. Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the customer or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high customer satisfaction. Documents problem solutions within the company knowledge base. Manages requests and priorities daily.

Requirements

Experience in Database Mangement systems and tools
Technical ability to analyze and resolve issues related to these products
Experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting.
Experience in Computer Networks and Communication
Advanced skills in log analysis, trace interpretation, and root cause identification.
Ability to debug in Java, C/C++, or scripting languages
Familiarity with database backends (DB2, Oracle, SQL Server).
Ability to investigate configuration related issues and resolve accordingly.
English: Fluent in speaking and writing
Analytical thinking, structured problem-solving techniques
Strong positive customer service attitude with sensitivity to client satisfaction.
Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.
Strong analytical and troubleshooting skills, including problem recreation, analyzing logs and traces, debugging complex issues to determine a course of action and recommend solutions.
Bachelor's Degree

Nice To Haves

Experience with Optim Archive, Data Privacy or Test Data Management is a bonus.
Master's Degree

Responsibilities

Provide technical support assistance to customers using problem determination/problem source identification skills.
Communicate action plans to the customer or IBM representative as appropriate.
Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills.
Ability to document findings, create knowledge base articles, and contribute to technical support tools, procedures and processes.
Contribute to department attainment of organizational objectives and high customer satisfaction.
Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
May provide training for and mentorship for others on the team.

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