Optim Technical Support Professional

Technical Support Engineer – IBM Optim

IBM Optim is a data management solution that helps organizations manage data throughout its lifetime, from requirements to retirement. It offers a centralized archiving solution, test data management, protection of data, and data governance.

In this role you will provide technical support assistance to customers using problem determination and problem source identification skills. You will collaborate with development and other support organizations, recommend and implement improvements to existing technical support tools, procedures, and processes, and contribute to departmental goals with high customer satisfaction.

• Provide technical support assistance to customers using problem determination/problem source identification skills.
• Utilize technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
• Communicate action plans to the customer or IBM representative as appropriate.
• Recommend and implement new or improvements to existing technical support tools, procedures, and processes.
• Provide training for and mentor others on the team.
• Contribute to department attainment of organizational objectives and high customer satisfaction.
• Document problem solutions within the company knowledge base.
• Manage requests and priorities daily.

• Bachelor's Degree

• 5 years experience in database management systems and tools. Familiarity with database backends (DB2, Oracle, SQL Server).
• Ability to debug in Java, C/C++, or scripting languages.
• 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 investigate configuration related issues and resolve accordingly.

• Experience with Optim Archive, Data Privacy or Test Data Management.
• Demonstrated communication skills.
• Analytical thinking, structured problem‑solving techniques.
• Strong positive customer service attitude with sensitivity to client satisfaction.
• Self‑starter, quick learner, 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.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Information Technology
• Industries: IT Services and IT Consulting