Technical Support Proffessional

Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

This dynamic opportunity is to become a Level 2 Software Support Engineer for Safer Payments. Our products protect more than 100 billion payment transactions per year from fraud. These range from payment cards and mobile payments to online banking, check, and wire transactions. A globalized world requires our solutions to be always available and to be equipped with sophisticated machine learning and artificial intelligence profiling capabilities. We are expected to process thousands of transactions within milliseconds to detect and stop fraudulent activity before payments are completed. This role specializes in performing remote technical support of IBM Data and AI software and solutions to help customers be successful. This is an excellent opportunity to work directly with customers utilizing the latest Data and AI applications, along with building relationships with Offering Management, Development, and Services. You will be supported by your experienced peers to help you learn new skills that will provide exposure to code-base/technical-side as well as soft-skills talking to some of the largest clients in the financial world.

Key to your role:

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.

Contributes to department attainment of organizational objectives and high customer satisfaction.

After ramping up on the product, you will be expected to work flexible hours or weekend on-call rotations.

Required Technical and Professional Expertise

• Fluent in English
• You must be available to work in a hybrid format, and will need to come to our office located in the América Free Zone - XRQQ+97V, C. Domingueños, Heredia, Costa Rica, 3 times a week.
• Demonstrated communication skills and additional languages are a plus.
• Knowledge of Linux operating systems such as RHEL or CentOS.
• Knowledge of Windows Desktop and Windows Server operating systems.
• Proficient in technical writing; public facing knowledge articles; technical forum contributions
• Basic knowledge of supported Internet Browsers: Edge, Chrome, Firefox.

Preferred Technical and Professional Expertise

• Basic knowledge of debugging Internet Browsers using Console/Developer tools.
• Knowledge and understanding of networking principles
• Experience in software development.
• Experience with Cloud - AWS, IBM Cloud, Azure, RedHat OpenShift.
• Experience with Salesforce, GitHub, and MS Office Products.
• Knowledge in JavaScript/C++/Java.
• Experience in debugging clustered multi-threaded systems and knowledge of the required tooling. (e.g. gdb, tcpdump, wireshark, perf)

About Business UnitIBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.