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IBM Technical Support Engineer - Security Access Manager in Heredia, Costa Rica


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

  • Providing Level 2 support across the Security Verify Access (ISVA/ISAM) and Verify SaaS product

  • Coverage during EMEA timezone hours as well as coverage for offshift -weekend call out

  • Ensures support requests from clients are worked within the expected SLA and with high quality, while also providing clearly written/structured updates and ultimately a final resolution within the support ticket

  • Works 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 anddetermine root causes.

  • Reproduce customer reported issues in a lab environment and validate solutions.

  • Performing in-depth problem diagnosis and creating action plans

  • Analyzing traces & logs and performing remote diagnosis

  • Engages with clients to understand their current implementation and future.

  • Communicating with customers via email and telephone

  • Researching and providing answers to 'how-to' questions

  • Escalating new defect issues to L3/Development

  • Maintaining customer records in IBM problem tracking tools

  • Technically owning and managing customer issues through to resolution

  • Installing and maintaining products in test environments

  • Performs on-call support duties, which requires outside business hours expectations

  • Identifies, creates, or enhances processes, knowledge base articles, and product improvements through the lessons learned from field reported problems and activities.

Required Technical and Professional Expertise

  • 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

Preferred Technical and Professional Expertise

  • Previous IBM Software Support experience IBM Security Verify: ISAM, Verify SaaS

  • Experience with Windows, Linux, VMware, Containers, Openshift/Kubernetes, cloud platforms

  • Networking fundamentals, Networking Security, TCP/IP & Internet protocols I,e, HTTP/HTTPs

  • Programming, particularly with C/C++, Java, JavaScript, Curl, Python

  • Experience with LDAP/Directory Server

  • Familiarity with WebSphere Application Server

  • Experience in DB2 administration

  • Certified in an IBM Security product and/or CISSP certified

  • Fluency in Italian, German, Spanish, French


About Business UnitIBM's Cloud and Cognitive software business is committed to bringing the power of IBM's Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments-with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.

Your Life @ IBMWhat matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.