Technical Support Engineer

hace 3 días

Heredia, Costa Rica IBM A tiempo completo

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

IBM Security Support is leading the charge in supporting creative solutions to long-standing problems. Each of our support centers is a vital contributor to the pillars of our support philosophy in which the customer comes first. Together, we support our customers in ways they could never have imagined in helping them achieve their goals. We have a world-class team and leading-edge technologies to propel you into a future that you create.

**Responsibilities**:

- Assist our customers in the deployment of ReaQta by providing planning, implementation, configuration, and optimization services around the world.
- Provide technical engineering support, as part of our Technical Support Centre, in order to resolve customer issues by performing diagnostics, performance optimization, security incident analysis, solution/partner recommendations, and product knowledge transfer
- Perform proof of concept solution validation and complex issue reproduction while interfacing with engineering, product management, and quality assurance teams
- Work with customer account teams to ensure total customer satisfaction by representing our customers’ needs and requirements to product management and engineering
- Build software tools and training materials to assist our customers in expanding their deployment and knowledge base
- Interface with customers on an on-going basis to identify problems and communicate progress and resolution while maintaining a high sense of urgency and timely escalation
- Function as a key contributor to the knowledge management system technologies available to deliver state-of-the-art software.
- You'll be responsible for ensuring that company software components are expertly designed, tested, debugged, verified, and ready for integration into IBM's best-of-breed solutions that help organizations improve their business outcomes in the global marketplace.

Required Technical and Professional Expertise
- English Fluent (verbal and written)
- Hands-on experience with Linux operating systems
- Min 1-2 years experience in Windows Administration
- Strong understanding of Networking administration
- A passion for customer support
- Previous experience in a customer facing technical support role
- Ability to diagnose and troubleshoot technical issues
- Ability to provide step by step technical help both written and verbal

Preferred Technical and Professional Expertise
- An understanding of high level security concepts/terminology
- Powershell / Scripting capabilities
- RHCSA certification

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?

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