**Introduction** Are you passionate about solving complex technical problems in the cybersecurity space? Join our team of support engineers working on cutting-edge security products. You'll help clients resolve high-impact issues related to performance, rule behavior, and system stability—all while growing your expertise in Linux-based environments and client communication. **Your role and responsibilities** As a Software Support Engineer, you'll be part of a high-performing tea that specializes in performance-related troubleshooting and rule logic analysis for security products. Your day-to-day will involve deep technical investigation, root cause analysis, and collaboration with development and SRE teams to ensure optimal client experience. You will: * Diagnose and resolve performance bottlenecks and system issues across distributed environments. * Troubleshoot rule behavior and processing logic for complex security scenarios. * Provide timely and clear updates to clients in English—both written and verbal. * Collaborate with developers and other support squads to escalate and track critical issues. * Document technical solutions and contribute to internal knowledge bases. **Required technical and professional expertise** * Strong experience with Linux/UNIX environments (commands, logs, resource management, system performance). * Troubleshooting mindset: able to dig deep, isolate variables, and go beyond surface symptoms. * Excellent communication skills in English (B2+ minimum). * Solid understanding of networking concepts (TCP/IP, ports, firewalls, DNS). * Familiarity with log parsing, system metrics, and performance profiling tools. * Customer-facing experience: ability to remain calm, clear, and professional under pressure. * Ability to read and analyze technical documentation and system logs. * Ownership mindset and a collaborative spirit. **Preferred technical and professional experience** Nice to Have (but not required): * Experience working with security products or SIEM platforms. * Scripting (Bash, Python) for automation or log analysis. * Knowledge of ticketing systems (e.g. Salesforce, ServiceNow). * Exposure to cloud or container-based environments (Docker, Kubernetes). 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.