Cybersecurity Support Specialist

hace 2 días


San Francisco, Heredia, Costa Rica Ibm A tiempo completo

About the Role

We are seeking a highly skilled Cybersecurity Support Specialist to join our team. In this role, you will provide Level 2 support for our Security Verify Access and Verify SaaS products. You will be responsible for resolving technical issues, working with clients to understand their current implementation and future needs, and providing high-quality support within expected Service Level Agreements.

Key Responsibilities

  • Provide Level 2 support for Security Verify Access and Verify SaaS products
  • Work closely with other regional IBM Verify support centers to ensure global perspective on support requests
  • Act as liaison between customers and development teams to resolve field issues and determine root causes
  • Perform in-depth problem diagnosis and create action plans
  • Analyze traces & logs and perform remote diagnosis
  • Escalate new defect issues to L3/Development
  • Maintain customer records in IBM problem tracking tools
  • Technically own and manage customer issues through to resolution
  • Install and maintain products in test environments
  • Perform on-call support duties, requiring outside business hours expectations

Requirements

  • Deep technical aptitude and ability to communicate effectively with clients & colleagues
  • Proven analytical and problem-solving skills
  • Strong communication skills, both oral & written
  • Experience in managing client expectations & satisfaction
  • System Administration skills in Windows, various Linux distributions, cloud platforms
  • Fluency in English

About IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. We value innovation, teamwork, and collaboration. Our employees are passionate about solving complex problems and making a positive impact on society.



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