Technical Support Engineer

hace 2 días


San Francisco, Heredia, Costa Rica Ibm A tiempo completo

Company Overview

At IBM, we are dedicated to creating a diverse and inclusive environment where talented individuals can thrive. With a rich history dating back to 1911, we have evolved into one of the largest corporate organizations in the world, employing thousands of people globally.

We pride ourselves on being early adopters of cutting-edge technologies such as artificial intelligence, quantum computing, and blockchain. Our commitment to innovation has earned us a reputation as a leader in the technology industry.

Job Description

The Technical Support Engineer - AIOps will be responsible for providing technical support assistance directly to clients using problem determination and technical analytical skills. This role involves working closely with AIOps senior engineers to assist clients via phone, live chat, or cognitive support platform.

Key responsibilities include:

  • Assisting in managing customer escalations and participating in customer-facing meetings on short notice
  • Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
  • Shadowing engineers to develop analytical thinking and problem-solving skills
  • Liaising between customers, technical pre-sales, sales teams, and product development teams
  • Communicating customer feedback and feature requirements to engineering and product management teams

Required Skills and Qualifications

To succeed in this role, you will need:

  • Excellent communication, documentation, and soft skills
  • Attention to detail and good scheduling and follow-up tendencies
  • Solid understanding of Windows and UNIX file structures
  • Good understanding of basic troubleshooting and ability to learn new software and tools quickly

Benefits

As an IBM employee, you can expect:

  • A dynamic and supportive work environment
  • Ongoing training and development opportunities
  • Competitive compensation and benefits package

About IBM

IBM is committed to creating a diverse and inclusive workplace that reflects the communities we serve. We strive to make our workplace accessible and welcoming to everyone. We are an equal opportunity employer and welcome applications from diverse candidates worldwide.



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