InfoSphere Optim Technical Support Professional

Introduction
IBM Optim is a comprehensive data management solution designed to help organizations oversee their data throughout its entire lifecycle, from initial requirements to retirement. It provides a centralized archiving solution, facilitates test data management, ensures data protection, and supports data governance. Successful candidates will deliver technical support to customers by utilizing problem determination and problem source identification skills. They will leverage their technical and negotiation abilities to collaborate with development teams and other support organizations.

This role includes recommending and implementing improvements to existing technical support tools, procedures, and processes, all while contributing to departmental goals and achieving organizational objectives through high customer satisfaction. As a member of an international team distributed across the globe, you will contribute to seamless 24/7 "follow-the-sun" support for IBM's customers. You will engage with customers worldwide. You will go beyond standard technical support practices and become an expert in the product, developing a strong understanding of its internal components and how customers use the solution.

Your top priorities will be customer success and satisfaction; by addressing their technical questions and resolving product‑related issues, you will play a key role in their achievements. This opportunity will allow you to work with the latest technologies while enhancing your skills in one of IBM's key data management products. We encourage continuous learning, as we aim to help you grow not only for our customers and our company, but also for your personal career development.

• Provide technical support assistance to customers using problem determination/problem source identification skills.
• Communicate action plans to the customer or IBM representative as appropriate.
• Strong communication skills to interact with enterprise customers, understand their issues, and guide them to resolution.
• Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
• Provide technical support within established guidelines, demonstrating soft skills and technical skills that contribute to client satisfaction.
• Partner with other support teams and service units to provide seamless problem resolution that leads to delightful client perceptions, utilizing technical and negotiation skills.
• Ability to document findings, create knowledge base articles, and contribute to technical support tools, procedures, and processes.
• Contribute to the department’s attainment of organizational objectives and high customer satisfaction.
• Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
• May provide training for and mentorship for others on the team.

Master's Degree

• Experience with Database Management systems (such as DB2, Oracle, SQL Server), including associated tools and Computer Networks and Communications.
• Hand‑on experience in administering and troubleshooting operating systems (Windows/Linux/UNIX); familiarity with Mainframe environment, especially z/OS is highly desirable.
• Strong expertise in log analysis, trace interpretation, root‑cause diagnosis, with the capability to debug issues using Java, C/C++, or scripting languages.
• Demonstrated ability to analyze and resolve configuration‑related issues in complex technical environments.
• Strong customer‑focused mindset with excellent service orientation and a keen sensitivity to client satisfaction.

Experience with Optim Archive, Data Privacy or Test Data Management is a bonus.