Technical Support Professional - Data & AI

IBM Data and AI team is looking for an experienced
technical support engineer to join our team that is
supporting 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 responsibilities will include:
• 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