What are the responsibilities and job description for the Support Engineer position at IBM?
Introduction
IBM InfoSphere 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.
This role specializes in performing and enabling technical support for IBM InfoSphere Optim. Successful candidates will provide advanced 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.
InfoSphere Optim is a critical component in the middleware stack and plays a key role in data management. As a Customer Support Engineer, you will participate in the worldwide remote technical support team for our InfoSphere Optim software. 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 InfoSphere Optim Software Support Engineer
Bachelor's Degree
Required Technical And Professional Expertise
Over 2 years of hands-on experience in product development.
Solid understanding of software development lifecycle and tools.
Strong working experience in Java, C , C or scripting languages
Experience in Database Management systems and tools
Technical ability to analyze and resolve issues related to these products
Preferred Technical And Professional Experience
Hands-on experience with Optim Archive, Privacy & Test Data Management, components, and deployment models (distributed and z/OS).Experience with Optim Archive, Data Privacy or Test Data Management.
Experience supporting customers with enterprise-grade Optim deployments with high availability and meeting SLA requirements.
Experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting.
Advanced skills in log analysis, trace interpretation, and root cause identification.
Experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting.
Advanced skills in log analysis, trace interpretation, and root cause identification.
Familiarity with database backends (DB2, Oracle, SQL Server).
Ability to investigate configuration related issues and resolve accordingly.
Strong developer skills, including working with CI/CD pipelines, IDEs and complex components.
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.
IBM InfoSphere 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.
This role specializes in performing and enabling technical support for IBM InfoSphere Optim. Successful candidates will provide advanced 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.
InfoSphere Optim is a critical component in the middleware stack and plays a key role in data management. As a Customer Support Engineer, you will participate in the worldwide remote technical support team for our InfoSphere Optim software. 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 InfoSphere Optim Software 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.
- May provide training for and mentor others on the team.
- Contributes to department attainment of organizational objectives and high customer satisfaction.
- Develop and maintain technical documentation, processes and troubleshooting guides.
- Manages requests and priorities daily.
- Configure InfoSphere Optim environments for support and education.
- 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.
- Recommend and implement new or improvements to existing 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.
- Demonstrated communication skills to interact with enterprise customers, understand their issues, and guide them to resolution.
- Ability to document findings, create knowledge base articles, provide fixes and contribute to support tooling.
Bachelor's Degree
Required Technical And Professional Expertise
Over 2 years of hands-on experience in product development.
Solid understanding of software development lifecycle and tools.
Strong working experience in Java, C , C or scripting languages
Experience in Database Management systems and tools
Technical ability to analyze and resolve issues related to these products
Preferred Technical And Professional Experience
Hands-on experience with Optim Archive, Privacy & Test Data Management, components, and deployment models (distributed and z/OS).Experience with Optim Archive, Data Privacy or Test Data Management.
Experience supporting customers with enterprise-grade Optim deployments with high availability and meeting SLA requirements.
Experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting.
Advanced skills in log analysis, trace interpretation, and root cause identification.
Experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting.
Advanced skills in log analysis, trace interpretation, and root cause identification.
Familiarity with database backends (DB2, Oracle, SQL Server).
Ability to investigate configuration related issues and resolve accordingly.
Strong developer skills, including working with CI/CD pipelines, IDEs and complex components.
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.