Customer Support Engineer
hace 7 meses
**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**
- The IBM API Connect and IBM DataPower team is looking for a Technical Support Engineer (TSE) who loves working with high performing teams, wants to work with cutting edge technology, and thrives on helping customers become successful with Cloud/API projects. API Connect integrates IBM API Management and IBM DataPower into a single offering that provides a comprehensive solution to create, run, manage, and secure APIs and Microservices.
The team works in a fast-paced and highly collaborative environment, so communication is key. Our team works with strategic technologies such as Red Hat OpenShift, Kubernetes, Operators with the Operator Lifecycle Manager and open source software.
Responsibilities include providing remote technical support assistance to our clients using Problem Determination (PD) and Problem Source Identification (PSI) skills. In addition to determining recommendations for problem resolution, our engineers communicate action plans to our clients to ensure that the client is satisfied with steps towards resolution or the problem's root cause. Our engineers continually flex their programming and technology skills through driving problem resolution using improvements to existing and/or new technical Support tools and procedures which can often include examining source code, providing feedback to development for product improvement, creating test cases, creating tools or providing debug modules to our clients.
In this role you will have an opportunity to make a big impact by helping build and lead a global support team that excels in delighting our customers. This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions.
As a Technical Support Engineer, you will:
- Provide troubleshooting and technical advice for API Connect and DataPower customers
- Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed
- Write sample code, blogs and review documentation
- Produce coherent knowledge base articles to enable customers to resolve issues without further escalation
- Be part of the team that conceives and delivers new cutting edge customer support offerings
- Provide technical support assistance to clients and/or IBM field support (SSRs) using problem determination/problem source identification skills
- Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution
- Communicate action plans to the client or IBM representative as appropriate
- Recommend and implement new or improvements to existing technical support tools, procedures, and processes
- May provide training for and mentor others on the team
- Contribute to department attainment of organizational objectives and high client satisfaction
To be successful, you will need: A passion for handling technical challenges and be goal and results oriented
- Proven listening, detail-oriented thinking, and creative problem solving skills
- Ability to work in highly collaborative global organization
- Be open to flexible schedule in a 24/7/365 support environment
**Required Technical and Professional Expertise**
- Experience in UNIX/Linux operating system.
- Experience with JSON/REST
- Experience with XML/SOAP
- Experience with Security (SSL, SSH, cryptography, etc)
- Experience with Container/Virtualization (VMware, Kubernetes, Docker, etc)
- Experience in general networking
- English communication including read, write and speak.
- BS/BA in CS and track record in technical support or in a customer facing role working with enterprise software
**Preferred Technical and Professional Expertise**
- Desired one of scripting skills, such as Python, Bash.
- Knowledge in XML technologies including DTD, XSLT, XPATH, XSD and XQuery.
- Ability to troubleshoot and identify the root cause of issues.
- Excellent oral, written and listening skills, and presentation skills.
- Communication and customer focus skills - be able to understand customer problems and articulate current status to customers.
**About Business Unit**
In 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 courag
-
Mq Customer Support Engineer
hace 9 meses
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...
-
Senior Technical Support Engineer
hace 6 días
Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completoSenior Technical Support Engineer This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office. Aruba is redefining the “IT EDGE”. Creating new customer experiences by building intelligent spaces and digital workspaces. We are focused on campus, branch, mobility and the IoT to transform business models with...
-
Senior Support Engineer
hace 7 meses
Heredia, Costa Rica Auxis A tiempo completoJob Summary: Our Infrastructure and Support team is looking for an experienced Senior Support Engineer to improve and expand the support we provide to our growing number of projects. They will be focused on supporting customer requests via Jira Service Desk, primarily for our internal Product team as well as troubleshooting and solving minor issues, and...
-
Senior Technical Support Engineer
hace 24 horas
Heredia, Costa Rica VMware A tiempo completo**The Elevator Pitch: Why will you enjoy this new opportunity?** VMware Premier Support for Telco is provided by dedicated, global solution support teams, committed to making our customers successful through proactive and reactive support with specific telco-industry focused SLAs. As a VMware Premier Support for Telco Senior Technical Support Engineer you...
-
Platform Support Engineer
hace 6 meses
Heredia, Costa Rica 360training A tiempo completo**Platform Support Engineer** As our Platform Support Engineer, you are not just joining a team; you are embarking on a journey where your curiosity and passion for technology will be ignited daily. You will have the unique opportunity to dissect and interact with a multitude of platforms - from our cutting-edge Learning Management System and its associated...
-
Designated Support Engineer
hace 7 meses
Heredia, Costa Rica Databricks A tiempo completoP-1007 **The impact you will have**: - Work with Databricks' largest strategic accounts to provide high touch support experience - Manage one or multiple accounts simultaneously - Project manage all open support cases on a daily basis, sometimes multiple times a day to ensure forward progress. - Facilitate correspondence with Engineering, Product Team,...
-
Designated Support Engineer
hace 7 meses
Heredia, Costa Rica Databricks A tiempo completo**The impact you will have**: - Work with Databricks' largest strategic accounts to provide high touch support experience - Manage one or multiple accounts simultaneously - Project manage all open support cases on a daily basis, sometimes multiple times a day to ensure forward progress. - Facilitate correspondence with Engineering, Product Team, SMEs,...
-
Qradar Support Engineer
hace 8 horas
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...
-
Sr. Technical Support Engineer I
hace 7 meses
Heredia, Costa Rica Smarsh A tiempo completoSmarsh seeks a **Sr. Technical Support Engineer** to provide high touch support to our biggest and best customers. **What will you do?**: - Provide frontline support role for Enterprise products or Backline support role for Saas-hosted solutions or Enterprise products. Works on assignments that are complex in nature where independent action and high degree...
-
Customer Support Supervisor
hace 1 semana
Heredia, Costa Rica Tebra A tiempo completo**About the Role**: The Customer Support Supervisor is responsible for running the day-to-day Customer Support operations of Patient Pop's individual team. **Your Area of Focus**: - Oversee a team of up to 15 Customer Support Reps - Supervise, coach, motivate, and develop the Customer Support Representatives - Drive achievement of corporate and Support...
-
Technical Support Engineer Ii
hace 2 días
Heredia, Costa Rica VMware A tiempo completo**Why will you enjoy this new opportunity?** Technical Support Engineers (TSEs) are the life blood of Global Support, passionate about helping VMware customers and committed to solving their most complicated issues in a timely fashion. As a Technical Support Engineer, you are the trusted ally of our customers and the expert they turn to for...
-
Senior Technical Support Engineer
hace 2 semanas
Heredia, Costa Rica VMware A tiempo completo**The Elevator Pitch: Why will you enjoy this new opportunity?** Do you see yourself as a storage technology guru? Do you hunger for highly complex storage challenges? Do you love the world of SSD, NVMe, Hybrid Arrays, IOPs, and storage virtualization? Do you thrive on learning new storage technologies and educating others on the intricacies of storage? Are...
-
Technical Support Engineer Ii Heredia, Heredia
hace 7 meses
Heredia, Costa Rica VMware A tiempo completo**Technical Support Engineer - II** **Why will you enjoy this new opportunity?** Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment. VMware brings together an extraordinary group of people. This includes...
-
Technical Support Engineer Ii
hace 2 semanas
Heredia, Costa Rica VMware A tiempo completo**The Elevator Pitch**: Do the words iSCSI, Fabric, SAN, NVMe, IOPS and Arrays get your blood pumping? Do you thrive on learning new storage technologies or expanding your existing storage technology expertise? What about solving storage issues ranging from the simple to the highly complex? Are you a natural collaborator that craves working with...
-
Customer Service, Arabic, Publisher Support
hace 2 semanas
Heredia, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoBachelor’s Degree - 1+ years customer service experience - Working knowledge of Microsoft Office Applications - Ability to navigate multiple computer systems and platforms - Strong attention to detail - Excellent English and Arabic written and verbal communication skills - Experience in identifying opportunities to simplify and/or automate complex...
-
Arcsight Support Engineer Tier Ii
hace 1 semana
Heredia, Costa Rica Micro Focus A tiempo completo**About Micro Focus** **About or Team** Micro Focus is seeking an ArcSight Support Engineer Tier II to join its CyberRes SaaS organization. The company is seeking customer-friendly individuals with strong Tier II support experience to help in expanding AWS-based SaaS offering. New team members will provide customer and cloud infrastructure support for our...
-
Technical Support Engineer Heredia, Heredia
hace 6 días
Heredia, Costa Rica VMware A tiempo completo**The Elevator Pitch: Why will you enjoy this new opportunity?** Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment. VMware brings together an extraordinary group of people. This includes an elite...
-
Production Support Engineer
hace 2 días
Heredia, Costa Rica Equifax A tiempo completo**Production Support Engineer** Are you a Production Support Engineer looking for a new challenge and an opportunity to further advance your skills? If you are a highly-motivated individual with a genuine interest in technology and a passion to deliver cutting-edge products, we have the perfect job for you! We are seeking production support engineers to...
-
Network Support Engineer
hace 8 horas
Heredia, Costa Rica Kyndryl Costa Rica, Sociedad de Responsabilidad Limitada A tiempo completo**Why Kyndryl** Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our...
-
Technical Support Engineer Heredia, Heredia
hace 24 horas
Heredia, Costa Rica VMware A tiempo completoThe Elevator Pitch: Why will you enjoy this new opportunity? Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment. VMware brings together an extraordinary group of people. This includes an elite development...