Support Engineer

IBM is a leading technology company known for its innovative solutions, and they are seeking a Support Engineer for their InfoSphere Optim data management solution. The role involves providing advanced technical support to customers, collaborating with development teams, and contributing to high customer satisfaction through effective problem resolution and continuous improvement of support processes.

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
• 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

Requirements:

• 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
• 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
• 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
• 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