Software Support Engineer - Security Products

Introduction

We are looking for a technically curious and motivated early-career professional to join our Security Software Support Team . In this role, you'll work directly with clients to troubleshoot and resolve issues related to log ingestion, parsing, authentication, and system behavior in QRadar (SIEM). This is a client-facing technical support role where you'll grow into a Product expert while contributing to our mission of delivering outstanding client experience.

Your role and responsibilities

Provide support to users and quickly forming solutions to return systems to proper

operation.

• Use troubleshooting/ debugging techniques and tools to analyze technical problems

• Engage development teams for issues that need a resolution through code fixes

• Analyze customer problems and service requests and resolve them within agreed

service levels

• Develop training technical notes and troubleshooting procedures to help customer's

support personnel interact properly with software.

• Communicate clearly and effectively with end users, colleagues, and management to

quickly resolve issues and ensure customer satisfaction.

• Maintain detailed records of daily interactions with customers, reported issues, and

completed solutions.

• Increase personal technical knowledge by reading trade publications, operating

manuals, and diagnostics information.

• Create and implement new processes to improve efficiency and customer satisfaction.

• Become a technical subject matter expert for our flagship product family of Qradar SIEM

Required education

Technical Diploma

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Hands-on experience with Linux/Unix systems: familiarity with command line, log reading, and basic system commands
• Proven experience in troubleshooting technical issues, ideally in software, infrastructure, or system administration roles (e.g., L2 Support, support engineer, Sys Admin etc)
• Familiarity with log formats, parsing concepts, or regular expressions (regex)
• Basic knowledge of networking fundamentals, including TCP/IP, ports, DNS, and firewalls
• Ability to analyze logs and identify error patterns or failures
• Strong analytical thinking and attention to detail
• Excellent written and verbal communication skills in English
• Strong sense of ownership and willingness to learn complex enterprise systems
• Basic SQL knowledge

Preferred technical and professional experience

• Understanding of authentication protocols (LDAP, SAML, TLS)
• Experience with WinCollect or other Windows log collection agents,
• Basic scripting in Bash or Python
• Exposure to SIEM tools or concepts related to security monitoring
• Knowledge of certificate management or TLS troubleshooting
• Red Hat Administrator Certification

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

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 courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.

OTHER RELEVANT JOB DETAILS

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

Client-provided location(s): Alajuela, Costa Rica

Job ID: IBM-51495

Employment Type: OTHER

Posted: 2025-08-14T18:50:57