Technical Support Professional

Introduction
IBM Data and AI team is looking for an experienced software engineer to join
our team that is developing IBM leading data virtualisation capability on a
flexible multi cloud data platform.
As part of this team you will have opportunity to work on supporting our
customers that are utilizing IBM Cloud Pak for Data and IBM Cloud to build
next generation of intelligent data fabric.

Your Role and Responsibilities

• Understanding narrowing and defining the scope of clients concerns in terms of stating the problem and understanding its scope
• Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness
• Utilizing technical and negotiation skills and collaborate with L3 / Dev to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.
• Make timely accurate and complete updates in case information to document all activities relating to the clients’ reported problems (including issue severity business impact troubleshooting actions taken and planned testing performed and resulting outcomes issue validation procedures and solutions given Communicating updates and action plans to customer or IBM representative via the support portal phone and email as per response guidelines
• Recognize and minimize client impact by using timely and appropriate escalation processes to engage other Support teams.
• Adhere to the first response and case update frequency SLA and continuously improve the response and resolution time to maintain high customer satisfaction. For Global Elite Program will need to follow stricter SLAs
• Record and document each step of the problem-solving effort including any interaction with the client.
• Sharing knowledge and expertise with the team and with the clients such as writing technotes etc.
• Ensuring that adequate amount of process is followed. If applicable recommends and implements new or improvements to existing technical support tools procedures and processes .

Required Technical and Professional Expertise

• 4 – 8 years of relevant experience as DBA/Backend developer with strong knowledge of SQL engine federation and query optimization.
• 3+ year experience working on Linux (and UNIX) operating systems in server environment.
• Hands on experience on deploying or supporting databases on Public Cloud (AWS Azure IBM Google).

Preferred Technical and Professional Expertise

• None