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Technical Support Engineer

IBM

IT, Customer Service

Heredia Province, Heredia, Costa Rica

Posted on Nov 26, 2025

Introduction

The IBM API Connect and IBM DataPower team is looking for a Technical Support Engineer (TSE) who loves working with high performing teams, wants to work with cutting edge technology, and thrives on helping customers become successful with Cloud/API projects. API Connect integrates IBM API Management, IBM StrongLoop®, and IBM DataPower into a single offering that provides a comprehensive solution to create, run, manage, and secure APIs and Microservices.

Your role and responsibilities

In this role you will have an opportunity to make a big impact by helping build and lead a global support team that excels in delighting our customers. This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions.

As a TSE, you will:

Provide troubleshooting and technical advice for API Connect and DataPower customers
Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed
Write sample code, blogs and review documentation
Produce coherent knowledge base articles to enable customers to resolve issues without further escalation
Be part of the team that conceives and delivers new cutting edge customer support offerings
Provide technical support assistance to clients and/or IBM field support (SSRs) using problem determination/problem source identification skills
Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution
Communicate action plans to the client or IBM representative as appropriate
Recommend and implement new or improvements to existing technical support tools, procedures, and processes
May provide training for and mentor others on the team
Contribute to department attainment of organizational objectives and high client satisfaction

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

As a TSE, you will:

Provide troubleshooting and technical advice for API Connect and DataPower customers
Provide technical leadership and guidance to both customers and internal project teams that are geographically distributed
Write sample code, blogs and review documentation
Produce coherent knowledge base articles to enable customers to resolve issues without further escalation
Be part of the team that conceives and delivers new cutting edge customer support offerings
Provide technical support assistance to clients and/or IBM field support (SSRs) using problem determination/problem source identification skills
Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution
Communicate action plans to the client or IBM representative as appropriate
Recommend and implement new or improvements to existing technical support tools, procedures, and processes
May provide training for and mentor others on the team
Contribute to department attainment of organizational objectives and high client satisfaction

To be successful, you will need:

Passion for handling technical challenges and be goal and results oriented
Excellent communication skills and technical knowledge to advise and lead customers who are developing enterprise applications, services, and APIs
Proven listening, detail-oriented thinking, and creative problem solving skills
Ability to work in highly collaborative global organization
Be open to flexible schedule in a 24/7/365 support environment

Preferred technical and professional experience

Preferred Technical and Professional Experience

JSON/REST
XML/SOAP
Security (SSL, SSH, cryptography, etc)
Container/Virtualization (VMware, Kubernetes, Docker, etc)

BS/BA in CS and track record in technical support or in a customer facing role working with enterprise software

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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