At IBM, work is more than a job its a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things youve never thought possible. Are you ready to lead in this new era of technology and solve some of the worlds most challenging problems? If so, lets talk.

Your Role and Responsibilities
As a Technical Support Professional, you should have experience in a customer-facing leadership capacity. This role necessitates exceptional customer relationship management skills along with a solid technical grasp of the product/s they will support. The Technical Support Professional is expected to adeptly manage conflicting priorities, thrive under pressure, and autonomously navigate tasks with minimal active guidance. The successful applicant should possess a comprehensive understanding of IBM support, development, and service processes and deliveries. Knowledge of other IBM business procedures and professional training in mediation or conflict resolution would be advantageous.

Required Technical and Professional Expertise
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 responsibilities will include:
Understanding, narrowing and defining the scope of clients concerns interms 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 includingany 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

Preferred Technical and Professional Expertise

• 1 4 years of relevant experience as DBA/Backend developer withstrong knowledge of SQL engine, federation and query optimization.
• 1+ year experience working on Linux (and UNIX) operating systems inserver environment.
• Hands on experience on deploying or supporting databases on PublicCloud (AWS, Azure, IBM, Google).
• Strong working knowledge of Container technologies/platform (Docker,Kubernetes, Openshift).
• Database knowledge in any of the following is preferred but notmandatory:DB2, EDB, Mongo, Datastax, Singlestore, Dremio, Azure synapse
• Experience with Big Data and Hadoop software stack: HDFS, Hive,HBase, Ambari, Cloudera Manager is preferred but not mandatory.
• Ability to multi-task in a fast-paced environment.
• Strong active listening skills and excellent written and oralcommunications skills.
• This role will require working a shifted work week, weekends and some public holidays as part of a global worldwide support team.

Key Skills

Skills highlighted with ‘‘ are preferred keyskills