IBM · 1 day ago
Optim Technical Support Professional
United States
Full-time
Remote
Senior Level
5+ years expIBM is a leading technology company that offers data management solutions. The role of the Optim Technical Support Professional involves providing technical support assistance to customers, resolving product-related issues, and contributing to customer satisfaction and organizational objectives.
Business DevelopmentBusiness Information SystemsCRMData ManagementFoundational AISoftware
Responsibilities
Provides technical support assistance to customers using problem determination/problem source identification skills
Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution
Communicates action plans to the customer or IBM representative as appropriate
Recommends and implements new or improvements to existing technical support tools, procedures, and processes
May provide training for and mentor others on the team
Contributes to department attainment of organizational objectives and high customer satisfaction
Documents problem solutions within the company knowledge base
Manages requests and priorities daily
Provide technical support assistance to customers using problem determination/problem source identification skills
Communicate action plans to the customer or IBM representative as appropriate
Strong communication skills to interact with enterprise customers, understand their issues, and guide them to resolution
Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces)
Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction
Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills
Ability to document findings, create knowledge base articles, and contribute to technical support tools, procedures and processes
Contribute to department attainment of organizational objectives and high customer satisfaction
Demonstrate proficiency in the products supported by maintaining applicable technical certifications
May provide training for and mentorship for others on the team
Qualification
Required
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
Strong communication skills to interact with enterprise customers, understand their issues, and guide them to resolution
Ability to document findings, create knowledge base articles, and contribute to technical support tools, procedures and processes
Demonstrate proficiency in the products supported by maintaining applicable technical certifications
Preferred
Bachelor's Degree
Experience with Optim Archive, Data Privacy or Test Data Management is a bonus
Demonstrated communication skills
Analytical thinking, structured problem-solving techniques
Strong positive customer service attitude with sensitivity to client satisfaction
Must be a self-starter, quick learner, and 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
Company
IBM
IBM is an IT technology and consulting firm providing computer hardware, software, infrastructure, and hosting services.
10001+ employees
H1B Sponsorship
IBM has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3032)
2024 (3301)
2023 (2160)
2022 (1809)
2021 (1157)
2020 (2669)
Funding
Current Stage
Public CompanyTotal Funding
unknown2011-01-14IPO
Leadership Team
Alain Bénichou
Chief Executive Officer, IBM Greater China Group
Alex Yang
CTO and Chief Architect
Recent News
thefly.com
2026-01-09
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