Infosphere Optim Technical Support Professional

IBM InfoSphere Optim Technical Support Engineer

IBM InfoSphere Optim is a data management solution that helps organizations manage data throughout its lifetime, from requirements to retirement. This role specializes in performing and enabling technical support for IBM InfoSphere Optim. Successful candidates will provide technical support assistance to customers using problem determination/problem source identification skills. They will utilize technical and negotiation skills in collaboration with development and other support organizations. This includes recommending and implementing improvements to existing technical support tools, procedures, and processes, contributing to department goals, and attaining organizational objectives through high customer satisfaction.

As a Customer Support Engineer, you will participate in the worldwide remote technical support team for our InfoSphere Optim software. You will be part of an international team and organization that is distributed around the globe. You will act as a global team member contributing to seamless 24x7 "follow-the-sun" support for IBM's customers. You will be working with customers around the world. You will go beyond the industry standard technical support practices and will become an expert of the product, with a strong knowledge of the product internal components as well as how the solution is utilized by customers. Your top priority is always going to be customer success and customer satisfaction; by answering their technical questions and resolving their product related issues you will contribute to their success. This is an excellent opportunity to work with the latest technologies and to grow your skills in one of IBM's key data management products. You will be challenged to never stop learning, as we want you to grow for our customers, our company, and finally for your own career.

The InfoSphere Optim Technical Support engineer:

• Provides technical support assistance to customers using problem determination/problem source identification skills.
• Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
• Communicates action plans to the customer or IBM representative as appropriate.
• Recommends and implements new or improvements to existing technical support tools, procedures, and processes.
• May provide training for and mentor others on the team.
• Contributes to department attainment of organizational objectives and high customer satisfaction.
• Documents problem solutions within the company knowledge base.
• Manages requests and priorities daily.

This job can be performed anywhere in the United States.

Required technical and professional expertise:

• Over 5-6 years of hands-on experience and deep understanding of Optim Archive, Privacy & Test Data Management, components, and deployment models (distributed and z/OS).
• Experience in Database Management systems and tools.
• Technical ability to analyze and resolve issues related to these products.
• Experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting.
• Experience in Computer Networks and Communication.
• Advanced skills in log analysis, trace interpretation, and root cause identification.
• Ability to debug in Java, C/C++, or scripting languages.
• Familiarity with database backends (DB2, Oracle, SQL Server).
• Ability to investigate configuration related issues and resolve accordingly.
• English: Fluent in speaking and writing.
• 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.
• Experience supporting customers with enterprise-grade Optim deployments with high availability and meeting SLA requirements.

Preferred technical and professional experience:

• Master's degree in information technology.
• At least 1 year experience in Technical Support.
• Experience with Optim Archive, Data Privacy or Test Data Management.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics.