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Technical Support Professional

IBM

IT, Customer Service

Heredia Province, Heredia, Costa Rica

Posted on Sep 25, 2025

Introduction

Your responsibilities will include:

Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding its scope
Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness
Utilizing technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.
You may have the opportunity to work closely with the DB2 development lab to correct identified product defects.
Communicating updates and action plans to customer or IBM representative via the phone and email as per response guidelines
Contributes to department attainment of organizational objectives and high customer satisfaction.
Ability to record and document each step of the problem solving effort including any interaction with the client DBA.
Sharing knowledge and expertise with the team and also the clients, such as writing technotes, blogging in social media, etc.
Ensuring that an adequate amount of process is followed. If applicable, recommends and implements new or improvements to existing technical support tools, procedures, and processes

Your role and responsibilities

We are looking for a Technical Support Engineer to join the IBM DB2 Support team. This team of highly skilled and motivated individuals provide technical support to IBM clients with DB2 LUW database systems and related tools such as DB2 Client and connectivity related products.

Required education

Associate's Degree/College Diploma

Preferred education

Bachelor's Degree

Required technical and professional expertise

Required Skills

2 to 3 years of experience with the following:

Database management (Db2, Oracle, MySQL Server, or similar)
Information Technology

Java, C or C++, programming experience
Ability to prioritize personal workload and multitask as required
Ability to initiate self-learning of new skills & areas of the database & likewise with the Operating System, programming languages, shell scripts in order to utilize these to assist solving problems
This role will require working a shifted work week at least once a month to provide support on weekends and some public holidays.

Preferred technical and professional experience

Preferred Skills

Bachelor's degree in one of the following fields ore related: Engineering Degree (Electrical/Computer Systems/Software Engineering)
Science (Computer/Mathematics/Statistics)

Experience with OS core file debugging, OS debugging and tracing tools.
3+ years of Java, C or C++ programming experience.
Understands and applies knowledge of DB2 database servers including pureScale, DPF, BLU.
Familiar with DB2 Application development concepts, techniques and debugging/troubleshooting DB2 application related problems.
Performance tuning experience of DB2 LUW servers and/or applications.
Programming skills in some or all of SQL, Python programing, Unix shell scripting, Unix system calls, etc.
Familiar with multiple Unix variants such as AIX, Solaris, HP-UX and/or Windows.
Knowledge of Unix debugging tools such as GDB & DBX.

Understanding of OpenShift environments, with a focus on troubleshooting containerized Db2 deployments.
Familiarity with major cloud platforms including IBM Cloud, AWS, Google Cloud, and Microsoft Azure.

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.

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