InfoSphere Optim Software Developer Support Engineer

The InfoSphere Optim Software developer support engineer: 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. Maintain and enhance Java based and C++ based components Debug issues, resolve and deliver fixes. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high customer satisfaction. Develop and maintain technical documentation, processes and troubleshooting guides. Manages requests and priorities daily. Configure InfoSphere Optim environments for support and education.  Your responsibilities 
Provide technical support assistance to customers using problem determination/problem source identification skills. Communicate action plans to the customer or IBM representative as appropriate. Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces). Maintain Java and C++ components on multiplatform and Z series systems. 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. Recommend and implement new or improvements to existing 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. Strong communication skills to interact with  enterprise customers , understand their issues, and guide them to resolution.
Ability to  document findings , create  knowledge base articles , provide fixes and contribute to support tooling.
Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Strong experience working as a software developer support engineer. Solid understanding of software development lifecycle and tools. Over 5 years of hands-on experience with  Optim Archive, Privacy & Test Data Management , components, and deployment models (distributed and z/OS).
Experience in  Database Mangement systems and tools 
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 debug in Java, C/C++, or scripting languages   
 Familiarity with database backends (DB2, Oracle, SQL Server).   
 Ability to investigate configuration related issues and resolve accordingly.   
Strong developer skills, including working with CI/CD pipelines, IDEs and complex components. EnglishFluent in speaking and writing 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. Experience supporting customers with  enterprise-grade Optim deployments  with high availability and meeting SLA requirements.
Preferred technical and professional experience Experience with  Optim Archive, Data Privacy or Test Data Management