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Key Account Technical Expert

hace 2 semanas

San Francisco, Heredia, Costa Rica Ibm A tiempo completo

Job Summary:

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We are seeking a highly skilled Key Account Technical Expert to join our team at IBM. As a technical expert, you will be responsible for providing Level 2 support across the Security Verify Access (ISVA/ISAM) and Verify SaaS product.

Your Responsibilities:

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  • Provide high-quality support to clients within the expected SLA, while also providing clearly written/structured updates and ultimately a final resolution within the support ticket;">
  • Work closely with other regional IBM Verify support centers to ensure support requests are appropriately worked from a global perspective;">
  • Act as the liaison between the customer and the development teams to resolve field issues and determine root causes;">
  • Reproduce customer reported issues in a lab environment and validate solutions;">
  • Analyze traces & logs and perform remote diagnosis;">
  • Engage with clients to understand their current implementation and future needs;">
  • Research and provide answers to