Optim Software Developer Support Engineer

IBM is a global leader in technology and consulting, and they are seeking an Optim Software Developer Support Engineer to provide advanced technical support for their InfoSphere Optim data management solution. The role involves problem determination, collaboration with support organizations, and ensuring high customer satisfaction through effective communication and technical expertise.

Responsibilities:

• 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
• Check in code and deliver fixes as needed
• 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
• Strong 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

Requirements:

• 5+ years of hands-on experience in product development
• Solid understanding of software development lifecycle and tools
• Strong working experience in C, C++, Java and script language
• Experience in Database Management systems and tools. Familiarity with database backends (DB2, Oracle, SQL Server)
• Experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting
• Strong developer skills, including working with CI/CD pipelines, IDEs and complex components
• Technical ability to analyze and resolve issues. Ability to do log analysis, trace interpretation, root cause identification & investigate configuration related issues and resolve accordingly
• Bachelor's Degree
• 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
• Check in code and deliver fixes as needed
• 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
• Strong 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
• 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
• 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