Technical Support Professional

Company: IBM
Location: Durham, North Carolina, United States
Type: Full-time
Posted: 29.AUG.2021


IntroductionAt IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell...


IntroductionAt IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.Your Role and ResponsibilitiesWe are looking for a Technical Support Professional 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.Key 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**Work locations** : Littleton, MA or San Jose, CARequired Technical and Professional Expertise* Java, C or C++ programming experience* 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.Preferred Technical and Professional Expertise* Bachelor's Degree in Engineering Degree (Electrical/Computer Systems/Software Engineering) Science (Computer/Mathematics/Statistics) Information Technology* 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.* Experience with OS core file debugging, OS debugging and tracing tools.* 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.About Business UnitIBM's Cloud and Cognitive software business is committed to bringing the power of IBM's Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments-with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.Your you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.It's time to define your career.About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.Location StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:*12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.*World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.*Well-being programs to support mental and physical health.*Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).*Select educational reimbursement opportunities.*Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.*Giving and volunteer programs to benefit charitable organizations and local communities.*Discounts on retail products, services, and experiences.We consider qualified applicants with criminal histories, consistent with applicable law.Being 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, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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