Technical Support Professional Data and AI
hace 2 semanas
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
understanding its scope
- Managing client expectations and understanding the
pervasiveness
- Utilizing technical and negotiation skills and
problems to resolution using problem
determination/problem analysis skills.
- Make timely, accurate and complete updates in case
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
phone and email as per response guidelines
- Recognize and minimize client impact by using
engage other Support teams.
- Adhere to the first response and case update
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 problemsolving effort including any interaction with the client.
- Sharing knowledge and expertise with the team and
- Ensuring that adequate amount of process is
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
- This role will require working a shifted work week,
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)
- Hands on experience on deploying or supporting
- Strong working knowledge of Container
- 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:
preferred but not mandatory
-
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