Detalle de la Oferta

Descripción de la Oferta

Introducción

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 in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.

You may have the opportunity to work closely with the DB2 development lab to correct identified product defects.
Communicating updates and action plans to customer or IBM representative via the phone and email as per response guidelines
Contributes to department attainment of organizational objectives and high customer satisfaction.
Ability to record and document each step of the problem solving effort including any interaction with the client DBA.
Sharing knowledge and expertise with the team and also the clients, such as writing technotes, blogging in social media, etc.
Ensuring that an adequate amount of process is followed. If applicable, recommends and implements new or improvements to existing technical support tools, procedures, and processes.

Su función y responsabilidades

We are looking for a Technical Support Engineer to join the IBM DB2 Support team. This team of highly skilled and motivated individuals provide technical support to IBM clients with DB2 LUW database systems and related tools such as DB2 Client and connectivity related products.

Educación requerida

Licenciatura

Educación preferida

Maestría

Experiencia profesional y técnica requerida

Java, C or C++, programming experience
Only applicants with one or more of the following Bachelor qualifications will be considered:
Engineering Degree (Electrical/Computer Systems/Software Engineering)
Science (Computer/Mathematics/Statistics)
Information Technology
Ability to prioritize personal workload and multitask as required
Ability to initiate self-learning of new skills & areas of the database & likewise with the Operating System, programming languages, shell scripts in order to utilize these to assist solving problems
This role will require working a shifted work week at least once a month to provide support on weekends and some public holidays as the hub is one of 3 worldwide support hubs that provide 24x7 support 365 days a year.

Familiarity with major cloud platforms including IBM Cloud, AWS, Google Cloud, and Microsoft Azure.

Experiencia técnica y profesional preferida

Experience with OS core file debugging, OS debugging and tracing tools.
3+ years of Java, C or C++ programming experience.
Understands and applies knowledge of DB2 database servers including pureScale, DPF, BLU.
Familiar with DB2 Application development concepts, techniques and debugging/troubleshooting DB2 application related problems.
Performance tuning experience of DB2 LUW servers and/or applications.
Programming skills in some or all of SQL, Unix shell scripting, Unix system calls, etc.
Familiar with multiple Unix variants such as AIX, Solaris, HP-UX and/or Windows.
Knowledge of Unix debugging tools such as GDB & DBX.

Understanding of OpenShift environments, with a focus on troubleshooting containerized Db2 deployments.

Acerca de la Unidad de Negocios

IBM Software es la unidad de negocio que infunsiona inteligencia en las operaciones comerciales, desde el aprendizaje automático hasta la IA generativa, para ayudar a que las organizaciones sean más receptivas, productivas y resilientes. IBM Software ayuda a los clientes a poner la IA en acción ahora para crear valor real con confianza, velocidad y confianza en el trabajo digital, la automatización de TI, la modernización de aplicaciones, la seguridad y la sostenibilidad. Para lograrlo, es esencial aprovechar al máximo todos los datos disponibles, ya que la calidad y eficacia de la inteligencia artificial dependen directamente d

Educación Superior