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.
The Technical Support engineer:
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Provides technical support assistance to customers using problem determination/problem source identification skills.
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Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
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Communicates action plans to the customer or IBM representative as appropriate.
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Recommends and implements new or improvements to existing technical support tools procedures and processes.
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May provide training for and mentor others on the team.
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Contributes to department attainment of organizational objectives and high customer satisfaction.
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Documents problem solutions within the company knowledge base.
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Manages requests and priorities daily.
Your 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.
- Strong communication skills to interact with enterprise customers understand their issues and guide them to resolution.
- 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.
- 5 years experience in Database Management systems and tools. Familiarity with database backends (DB2 Oracle SQL Server).
- Ability to debug in Java C/C++ or scripting languages.
- 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 investigate configuration related issues and resolve accordingly.
- Experience with Optim Archive Data Privacy or Test Data Management is a bonus.
- Demonstrated communication skills
- 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.