IBM
Optim Software Developer Support Engineer
IBM InfoSphere Optim is a data management solution that helps organizations manage data throughout its lifetime, from requirements to retirement. It offers a centralized archiving solution, test data management, protection of data, and data governance. This role specializes in providing advanced technical support assistance to customers using problem determination and problem source identification skills. The successful candidate will collaborate with development and other support organizations, recommend and implement improvements to existing support tools, and contribute to department goals through high customer satisfaction. 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. Check in code and deliver fixes as needed. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high customer satisfaction. Develops and maintains technical documentation, processes and troubleshooting guides. Manages requests and priorities daily. Configures InfoSphere Optim environments for support and education. Reviews diagnostic information to assist in isolation of a problem cause (including interpreting traces). Provides technical support within established guidelines; demonstrates soft skills and technical skills that contribute to client satisfaction. Partners with other support teams and service units to provide seamless problem resolution that leads to delightful client perceptions, utilizing technical and negotiation skills. Recommends and implements new or improvements to existing technical support tools, procedures and processes. Demonstrates proficiency in the products supported by maintaining applicable technical certifications. Uses strong communication skills to interact with enterprise customers, understand their issues, and guide them to resolution. Documents findings, creates knowledge base articles, provides fixes and contributes to support tooling. Preferred Education
Bachelor's Degree Required Technical and Professional Expertise
5+ years of hands‑on experience in product development. Solid understanding of software development lifecycle and tools. Strong working experience in C, C++, Java and script languages. Experience in database management systems and tools; familiarity with DB2, Oracle, SQL Server. Experience in operating systems (Windows/Linux/UNIX) administration and troubleshooting. Strong developer skills, including working with CI/CD pipelines, IDEs and complex components. Technical ability to analyze and resolve issues, including log analysis, trace interpretation, root‑cause identification and configuration‑related problem resolution. Preferred Technical and Professional Experience
Hands‑on experience with Optim Archive, Privacy & Test Data Management, components, and deployment models (distributed and z/OS). Experience with Optim Archive, Data Privacy or Test Data Management. Experience supporting customers with enterprise‑grade Optim deployments with high availability and meeting SLA requirements. Demonstrated communication skills. Analytical thinking and structured problem‑solving techniques. Strong positive customer service attitude with sensitivity to client satisfaction. Self‑starter, quick learner who enjoys 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. Location: Irvine, CA
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IBM InfoSphere Optim is a data management solution that helps organizations manage data throughout its lifetime, from requirements to retirement. It offers a centralized archiving solution, test data management, protection of data, and data governance. This role specializes in providing advanced technical support assistance to customers using problem determination and problem source identification skills. The successful candidate will collaborate with development and other support organizations, recommend and implement improvements to existing support tools, and contribute to department goals through high customer satisfaction. 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. Check in code and deliver fixes as needed. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high customer satisfaction. Develops and maintains technical documentation, processes and troubleshooting guides. Manages requests and priorities daily. Configures InfoSphere Optim environments for support and education. Reviews diagnostic information to assist in isolation of a problem cause (including interpreting traces). Provides technical support within established guidelines; demonstrates soft skills and technical skills that contribute to client satisfaction. Partners with other support teams and service units to provide seamless problem resolution that leads to delightful client perceptions, utilizing technical and negotiation skills. Recommends and implements new or improvements to existing technical support tools, procedures and processes. Demonstrates proficiency in the products supported by maintaining applicable technical certifications. Uses strong communication skills to interact with enterprise customers, understand their issues, and guide them to resolution. Documents findings, creates knowledge base articles, provides fixes and contributes to support tooling. Preferred Education
Bachelor's Degree Required Technical and Professional Expertise
5+ years of hands‑on experience in product development. Solid understanding of software development lifecycle and tools. Strong working experience in C, C++, Java and script languages. Experience in database management systems and tools; familiarity with DB2, Oracle, SQL Server. Experience in operating systems (Windows/Linux/UNIX) administration and troubleshooting. Strong developer skills, including working with CI/CD pipelines, IDEs and complex components. Technical ability to analyze and resolve issues, including log analysis, trace interpretation, root‑cause identification and configuration‑related problem resolution. Preferred Technical and Professional Experience
Hands‑on experience with Optim Archive, Privacy & Test Data Management, components, and deployment models (distributed and z/OS). Experience with Optim Archive, Data Privacy or Test Data Management. Experience supporting customers with enterprise‑grade Optim deployments with high availability and meeting SLA requirements. Demonstrated communication skills. Analytical thinking and structured problem‑solving techniques. Strong positive customer service attitude with sensitivity to client satisfaction. Self‑starter, quick learner who enjoys 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. Location: Irvine, CA
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