Find your next role

Discover amazing opportunities across our network of companies committed to gender equality in the workplace.

Search

My job alerts

Technical Support Professional

IBM

IT, Customer Service

Heredia Province, Heredia, Costa Rica

Posted on Sep 17, 2025

Apply now

Introduction

We are seeking a motivated and technically curious Entry-Level Technical Engineer to join our MaaS360 team in Costa Rica. In this role, you will be on the front lines, helping our customers integrate and troubleshoot the MaaS360 platform, which is a leading solution for enterprise mobile device management. You will work closely with customers, partners, development, and internal sales and support organizations to provide world-class technical support. This is an excellent opportunity for a passionate individual to develop expertise in a rapidly growing field and make a direct impact on our customers' success.

Your role and responsibilities

Working directly with customer IT management and first-level support to integrate and troubleshoot the MaaS360 platform.

Provide support through multiple streams of communication; live calls, web chats and ticketing system.

Diagnosing and resolving customer-reported system incidents, problems, and events related to MaaS360 deployments

Prioritizing current customer issues and managing existing support tickets effectively.

Documenting solutions and maintaining standard operating procedures

Collaborating with our R&D team to provide feedback on customer needs and requirements to improve our product.

Delivering technical training and education to customers to help them get the most out of their MaaS360 deployment.

Required Skills and Experience

At least 1 year of professional experience in a technical support role, with a focus on troubleshooting complex software or web-based solutions.

A solid understanding of system administration concepts for various operating systems.

Proven experience working as an IT administrator and using a ticketing system to manage support cases.

Demonstrated experience with smartphones, tablets, and laptops in a business environment.

Experience in testing and troubleshooting across multiple technical domains.

Passion for supporting internal and external customers, with the ability to educate and train them on new technical solutions.

Participate in on-call rotation for after-hours, holiday, and weekend support coverage

Research, reproduce, troubleshoot, and solve highly challenging technical issue

Required education

High School Diploma/GED

Preferred education

Technical Diploma

Required technical and professional expertise

Experience with cloud-based technologies and concepts related to security, SaaS, and enterprise administration.

A good understanding of the following mobile operating systems: iOS, Android, and macOS.

Experience with Windows (Home, Enterprise, and Server).

Familiarity with Azure or Office365 is a plus.

Preferred technical and professional experience

Hiring manager and Recruiter should collaborate to create the relevant verbiage.

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 500 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 qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

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

Apply now

See more open positions at IBM

Privacy policy Cookie policy