Senior Technical Support Engineer

hace 2 semanas

San José, San José, Costa Rica Cloud Software Group A tiempo completo

Job Description Summary


Do you thrive in a startup vibe? Were you built for a small, nimble, and dynamic team that's ready to win? If you answered yes, we want to talk to you We are now going back to our roots as a standalone business unit to focus on our SaaS business—an area where we see growth potential.

This business unit is unique, and we certainly aren't afraid to stand out from the crowd and tackle the bigger competitors.


As a Senior Technical Support Engineer, you will focus on in-depth problem analysis of the company's products and its integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze and resolve technical issues, while prioritizing and performing tasks with effective use of team resources and managing the quality of your own work.


Role Overview:

Now, let's get to the details.

  • Answer complexlevel incoming customer support requests in a fastpaced environment.
  • Assist customers with issues ranging from product training to troubleshooting.
  • Mentor new hires, assist junior team members with any projects assigned, determine initiatives, and identify potential issues.
  • Understand customer requirements and make recommendations based on best practices and ideal configurations. Proactively identify the best approach for retaining business based on the client's situation and deescalates potential escalations.
  • Take ownership while working independently answering product questions and providing moderately complex technical support. Validate/identify potential bugs to be reported.
  • Performance is primarily measured through CSAT Scores/customer feedback, Knowledge Center System usage, as well as schedule adherence, contributions to the team, mentorship to new engineers, and other Key Performance Indicators.
  • Case Documentation: Follow department protocol regarding case management and record details of interactions via Case Comments, Case Status, Follow-Up Dates, Issues, Descriptions, Internal Notes, etc. into the ticketing system accurately.
  • Knowledge Center System [Validator]
  • Work closely with contributors and auditors to collaborate on KCS assignments. You serve as the primary line of defense to safeguard the overall health of the knowledge base. You are responsible for publishing articles internally and externally after validating they are technically accurate and meet content guidelines.

Additional responsibilities include:

searching and reusing content when available and creating new knowledge articles when required, attaching content from multiple sources to cases as a resolution while ensuring the information referenced in the case is accurate and up to date and contributing to maintaining the information current across multiple platforms and content channels.


Your Superhero Uniform Includes:

  • Bachelor's Degree or equivalent experience preferred.
  • 4 + years in a support role within the service industry.
  • Expertise in computing (Mac & PC), networking, using various web browsers, PC troubleshooting, firewalls, and proxy servers preferred.
  • Deep knowledge of the Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.
  • Knowledge of Single Sign On (SSO) and server administration skills.
  • The following skills are preferred:
  • Ability to setup and troubleshoot Storage Zone Controllers, SSO, and Load balancers with little guidance from documentation.
  • Strong Knowledge of Windows Server roles and features, IIS, AD, DNS and File Servers.
  • Strong knowledge of load balancing technologies (NetScaler preferred) and NAS devices.
  • Strong knowledge of Identity providers and SAML 2.0 (Azure, OKTA, ADFS).
  • Basic SQL Knowledge with the ability to use already created queries to gather data from the database.
  • Good command of workflow automation and ability to troubleshoot complex workflows
  • Knowledge in JavaScript, Python, and PHP, API calls.
  • Ability to analyze complex logs and Conditional Calculations.
  • Ability to create and use API calls using Postman or other tools.
  • Strong knowledge about Security Certificates

Your Superhero Strengths Include:

  • Great verbal and written communication skills.
  • Excellent skills to listen, assess, determine, and communicate corrective measures.
  • Englishspeaking proficiency is required, bilingual skills a plus.


 Customer focused
  • Our goal is to deliver a world class customer experience in a fast paced, changing environment. What we do revolves around the customer
  • Ability to deescalate customers in challenging circumstances.
  • Uses critical thinking, troubleshooting and solving complex problems in a fastpaced, changing environment while also mentoring junior team members.
  • Expertise in a datadriven, metricsoriented environment.
  • Works to achieve operational targets with significant impact on departmental results.
  • Has a keen interest in SoftwareasaService (SaaS).
  • Has a Growth Mindset and is willing to help and mentor colleagues
C

  • Technical Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Technical Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Microsoft A tiempo completo

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Technical Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Microsoft A tiempo completo

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Technical Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Microsoft A tiempo completo

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Technical Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Cybersecurity Technical Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Cybersecurity Technical Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Senior Technical Engineer

    hace 2 semanas

    San José, San José, Costa Rica Cloud Software Group A tiempo completo

    About Cloud Software GroupCloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world's largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work...

  • Technical Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Splunk Inc A tiempo completo

    Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best...

  • Senior Support Engineer, Identity

    hace 2 semanas

    San José, San José, Costa Rica SentinelOne A tiempo completo

    About Us:SentinelOne is defining the future of cybersecurity through our XDR platform that automatically prevents, detects, and responds to threats in real-time. Singularity XDR ingests data and leverages our patented AI models to deliver autonomous protection. With SentinelOne, organizations gain full transparency into everything happening across the...

  • Technical Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Technical Support Engineering

    hace 2 semanas

    San José, San José, Costa Rica Microsoft A tiempo completo

    With a team of over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization focuses on shaping Microsoft's end-to-end customer experience, from strategy to implementation.Join us at CE&S and be part of creating a future where customers choose us not just for our top-notch products and services, but also for the exceptional...

  • Technical Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Technical Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Microsoft A tiempo completo

    Overview With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services,...

  • Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    2+ years of software development, or 2+ years of technical support experience Experience scripting in modern program languages Experience troubleshooting and debugging technical systemsAre you looking for an opportunity to be at the forefront of ensuring customer satisfaction and operational excellence? Do you thrive in a dynamic and challenging environment?...

  • Senior Tech Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Cloud Software Group A tiempo completo

    DescriptionPosition overviewAs a Networking Technical Support Engineer you will provide a world-class customer service experience to customers and partners in problem identification and resolution on Citrix ADC. You'll also utilize your troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries. The pace is fast and the job is...

  • Technical Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Microsoft Corporation A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Technical Support Engineer

    hace 3 semanas

    San José, San José, Costa Rica Microsoft Corporation A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Azure Technical Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Tek Experts A tiempo completo

    Overview:We're seeking a customer-oriented Azure Tech Support Engineer to work on behalf of our client to resolve complex customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by customers and/or...

  • Senior Technical Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Cloud Software Group A tiempo completo

    About Cloud Software GroupCloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the worlds largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work...