Technical Support Professional

hace 2 semanas

San Francisco, Heredia, Costa Rica IBM A tiempo completo
Introduction

At IBM, work is more than a job - it's 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 you've never thought possible.

Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

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,

  • 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

Required Technical and Professional Expertise

Programming knowledge, Trobleshooting, Negotiation

skills. Linux, Databases, OpenSource Technologies,

Hadoop Distributions/ Big Data, SQL

2 years of relevant experience working with DBs,

knowledge of SQL engine, federation and query

optimization.

1 year of experience working with Linux environments

  • Ability to multitask in a fastpaced environment.
  • Strong active listening skills and excellent written and
oral communications skills.

  • This role will require working a shifted work week,
weekends and some public holidays as part of a global

worldwide support team

Preferred Technical and Professional Expertise
years of relevant experience as DBA/Backend

developer with strong knowledge of SQL engine,

federation and query optimization.

  • 3+ year experience working on Linux (and UNIX)
operating systems in server environment.

  • Hands on experience on deploying or supporting
databases on Public Cloud (AWS, Azure, IBM, Google).

  • Strong working knowledge of Container
technologies/platform (Docker, Kubernetes, Openshift).

  • Database knowledge in any of the following is preferred

but not mandatory:
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


Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.


Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company.

They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers.

The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

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