Trabajos

    Technical Support Professional Data and AI - Otro, Costa Rica - IBM

    IBM
    IBM Otro, Costa Rica

    hace 4 días

    IBM background
    Default
    Descripción
    Introduction
    At 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 Responsibilities

    IBM Data and AI team is looking for an experienced
    technical support engineer to join our team that is
    supporting IBM leading data virtualisation capability
    on a flexible multi cloud data platform. As part of this
    team, you will have opportunity to work on supporting
    our customers that are utilizing IBM Cloud Pak for
    Data and IBM Cloud to build next generation of
    intelligent data fabric.

    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 and
    collaborate with L3 / Dev to prioritize and diagnose
    problems to resolution using problem
    determination/problem analysis skills.

    • Make timely, accurate and complete updates in case
    information to document all activities relating to the
    clients' reported problems (including issue severity,
    business impact, troubleshooting actions taken and
    planned, testing performed and resulting outcomes,
    issue validation procedures and solutions given

    • Communicating updates and action plans to
    customer or IBM representative via the support portal,
    phone and email as per response guidelines

    • Recognize and minimize client impact by using
    timely and appropriate escalation processes to
    engage other Support teams.

    • Adhere to the first response and case update
    frequency SLA and continuously improve the
    response and resolution time to maintain high
    customer satisfaction. For Global Elite Program will
    need to follow stricter SLAs

    • Record and document each step of the problemsolving effort including any interaction with the client.
    • Sharing knowledge and expertise with the team and
    with the clients, such as writing technotes etc.

    • Ensuring that adequate amount of process is
    followed. If applicable, recommends and implements
    new or improvements to existing technical support
    tools, procedures, and processes

    Required Technical and Professional Expertise
    Programming knowledge, Trobleshooting, Negotiation
    skills. Linux, Databases, OpenSource Technologies,
    Hadoop Distributions/ Big Data, SQL
    2 years of relevant experience working with DBs,
    knowledge of SQL engine, federation and query
    optimization.
    1 year of experience working with Linux environments

    • Ability to multitask in a fastpaced environment.
    • Strong active listening skills and excellent written and
    oral communications skills.

    • This role will require working a shifted work week,
    weekends and some public holidays as part of a global
    worldwide support team

    Preferred Technical and Professional Expertise
    years of relevant experience as DBA/Backend
    developer with strong knowledge of SQL engine,
    federation and query optimization.

    • 3+ year experience working on Linux (and UNIX)
    operating systems in server environment.

    • Hands on experience on deploying or supporting
    databases on Public Cloud (AWS, Azure, IBM, Google).

    • Strong working knowledge of Container
    technologies/platform (Docker, Kubernetes, Openshift).

    • Database knowledge in any of the following is preferred

    but not mandatory:
    DB2, EDB, Mongo, Datastax, Singlestore, Dremio, Azure
    synapse

    • Experience with Big Data and Hadoop software stack:
    HDFS, Hive, HBase, Ambari, Cloudera Manager is
    preferred but not mandatory
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