Technical Support Professional

Your responsibilities

Provide technical support assistance to customers using problem determination/problem source identification skills.

Communicate action plans to the customer or IBM representative as appropriate.

Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.

Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).

Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.

Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills.

Recommend and implement new or improvements to existing technical support tools, procedures and processes.

Contribute to department attainment of organizational objectives and high customer satisfaction.

Demonstrate proficiency in the products supported by maintaining applicable technical certifications.

May provide training for and mentorship for others on the team.

Demonstrate excellent verbal and written communication skills.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

Bachelor's Degree

Basic knowledge in Operating system administration (Windows, Linux)

Basic knowledge in database administration (DB2, Oracle, MS SQL)

English: Fluent in speaking and writing

Analytical thinking, structured problem-solving techniques

Strong positive customer service attitude with sensitivity to client satisfaction.

Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.

Strong analytical and troubleshooting skills, including problem recreation, analyzing logs and traces, debugging complex issues to determine a course of action and recommend solutions.

Preferred technical and professional experience

Master's Degree in Information Technology

Basic knowledge of process/data mining

Basic knowledge of LDAP

Basic knowledge of AI technologies

Basic knowledge of IBM's Digital Business Automation Product Family

Knowledge with Apache Flink and Kafka

Knowledge with Elastic Search

Knowledge with Containerization and Kubernetes

Knowledge with OpenShift

Knowledge with scripting (including Python, JavaScript)

Knowledge with products of IBM's Digital Business Automation Product Family

Knowledge with Process/Data Mining

Knowledge with Containerization

Knowledge with Kibana

Knowledge with Elastic Search

Fluent in speaking and writing in English and additional language(s)

At least 1 year experience in Technical Support

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-50686

Employment Type: OTHER

Posted: 2025-08-05T15:50:09