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IBM Qradar L2 Support Engineer 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

As a L2 Support Engineer you will be an integral part of our WW Support team. You will be involved in supporting IBM QRadar – a Leader in Gartner's Magic Quadrant forSecurity Information and Event Management (SIEM) You will gain exposure to a wide range of Security technologies, working with some of the world's top network and security experts, to expand your knowledge in the ever expanding Cyber Security realm. You will find a challenging role with great personal rewards gained when assisting in solving mission critical situations for some of the largest multinational companies globally. To succeed in this role you must like being challenged. You must be able to understand extremely complex situations and also have the ability to convey complex situations in simple terms. You should be as comfortable talking to an Engineer as to a CISO.

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 Technical and Professional Expertise

  • Hands-on experience with Linux operating systems (Red Hat Preferred)

  • Strong understanding of networking and able to troubleshoot system performance issues.

  • Previous experience in a customer facing technical support role

  • Ability to diagnose and troubleshoot technical issues

  • Excellent problem-solving and communication skills

  • Ability to provide step-by-step technical help, both written and verbal

  • English: Fluent

Preferred Technical and Professional Expertise

  • Certification in AWS, Azure, VMWare, IBM Cloud, LPIC is preferred

  • Hands-on Experience with SIEM Technology (Qradar, Splunk, Arcsight)

About Business Unit

IBM’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 @ IBM

What 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 IBM

IBM’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 Statement

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

Being You @ IBM

IBM 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.