DB2 Technical Support Engineer

Job Description

Introduction
A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you’ll love your career at IBM.
Your Role and Responsibilities
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.
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

Required Professional and Technical Expertise

• 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.

Preferred Professional and Technical Expertise

• 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 Unit
Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client’s data, no matter where it resides, to respond to changing market dynamics.
Your Life @ IBM
What matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
Location Statement
This role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, Sudan, and Syria) on a work permit, you are not eligible for employment in this position.
Being You @ IBM
IBM 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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.