Tech Lead Support Engineer

hace 2 semanas


San Francisco, Heredia, Costa Rica Encora A tiempo completo

Our company:


Encora is a global Software and Digital Engineering company that helps business overcome the Software Engineering Talent shortage and provides next-gen services and such as Predictive Analysis, Artificial Intelligence & Machine Learning, IoT, Cloud, and Test Automation.

We count with 16 global offices and 25 innovation labs.

Our Software Engineering experts work with leading-edge technology companies to improve their speed to impact.

About the role:


For this role, you will lead a L2 Support team, whose typical support work involves patching, upgrades, setup & configuration, refining SQL, queries, Stored Procedures, SQL DBA tasks & Network admin tasks.


Tech Tools:

  • Security
  • APIs
  • Alerts
  • Printer Setup
  • SSRS Security
  • MSI Installation
  • SQL Server
  • Windows Servers and Workstations
  • Service Errors/Failures
  • Company Expert Applications

Essential duties and job responsibilities:

  • Lead a L2 technical support Team in different levels
  • Respond to client issues in accordance to the defined support process.
  • Maintain/document detailed case histories, with clear actionable steps taken and planned in SalesForce.
  • Submit software defects and enhancements as per department guidelines to ensure software design changes are properly documented.
  • Connect with the client's system over a SecureLink session (or alternative) to recreate and document.
  • Document and update knowledge base articles that are viewed by our internal staff and clients.
  • Serve as a liaison with customers, sales, development, and QA to resolve issues.
  • Successfully completes all product training and certification exams.
  • Manage and deploy Support's internal Expert product environments.
  • All other duties as assigned.

Requirements:

- +7 years of experience in Technical Support roles
- +2 years of experience leading technical support teams

  • Can have In depth discussions regarding setup and environments.
  • Knows how to start, stop, and reset Event Server and SQL jobs.
  • Knows how to grant rights to SSRS reports.
  • Knows how all the components of SQL Alerts work.
  • Knows how to setup and review ping logs.
  • Familiar with the installation/update process for company products.
  • General understanding of IIS and verifying services are functional.
  • High level understanding of load balancers and how they interact with our services.
  • Can narrow down long running queries and blocks.
  • Understands files and how to safely modify them.
  • SQL performance plan review and index optimization.
  • Excellent communication skills (C1).

Nice to have:

  • Knows how to do basic and complex API troubleshooting.

Why you will love working with us:

  • WFH/WFA and available workplace office space if preferred
  • Private medical, dental and life insurance
  • Additional vacations per work anniversaries
  • Birthday day off
  • 3 sick leaves paid per year
  • Certification Reimbursement
  • Substantial referral bonuses
  • Welcome bonus
  • Mental Health days off
  • Employee Solidarity Association
  • A valuebased culture where opportunities to learn are endless

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