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IBM Technical Support Professional - Watson Query Costa Rica 295343910
Your Role and Responsibilities
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 problem-
solving 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
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 multi-task in a fast-paced 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
• 2 – 5 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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