Technical Support Expert for Data and AI Products

hace 4 días


San Francisco, Heredia, Costa Rica Ibm A tiempo completo

At IBM, we're not just building technology - we're crafting solutions that transform industries. As a Technical Support Expert for Data and AI products, you'll be part of a highly skilled team dedicated to delivering exceptional support to our clients.

Your Role and Responsibilities

We're seeking an experienced professional to join our IBM Data and AI product Support team. In this role, you'll provide technical expertise to clients on various Data and AI products. Your responsibilities will include:

  • Narrowing and defining the scope of client concerns to ensure accurate issue identification.
  • Managing client expectations by understanding the nature of the issue and its technical impact.
  • Collaborating with other support operations to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.
  • Working closely with the development lab to correct identified product defects.
  • Communicating updates and action plans to customers or IBM representatives as per response guidelines.
  • Recording and documenting each step of the problem-solving effort, including any interaction with the client.
  • Sharing knowledge and expertise with the team and clients through writing technotes and blogging in social media.

Required Technical and Professional Expertise

To succeed in this role, you'll need:

  • At least 3 years of technical support experience.
  • Programming experience, preferably in languages such as Python or Java.
  • Troubleshooting skills to identify and resolve complex issues.
  • Negotiation skills to manage client expectations and collaborate with internal teams.
  • Familiarity with Linux operating systems and database management systems.
  • English conversational skills, with the ability to communicate effectively with clients and colleagues.

Preferred Technical and Professional Expertise

In addition to the required expertise, having experience in the following areas would be advantageous:

  • Linux distributions, such as RedHat.
  • Database certifications.
  • Cloud platforms like OpenShift.
  • Data lakehouse technologies, including Iceberg, Hive, and Lakehouse products.
  • Databricks, Dremio, Trino, Synapse, Snowflake, and SQL analytics engines.
  • Spark programming framework.

About Working at IBM

As an IBMer, you'll have the opportunity to learn and grow professionally, working in a dynamic environment that encourages experimentation, creativity, and innovation. Our employees are growth-minded, always staying curious and open to feedback and new information. We value collaboration, trust, and continuous learning, and we're committed to helping each other thrive.

Our estimated salary range for this position is $80,000 - $120,000 per year, depending on your location and level of experience. This figure is based on industry standards and takes into account the requirements and qualifications outlined above. Please note that actual salaries may vary based on individual circumstances.



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