Senior Escalation Engineer

hace 7 días


Heredia, Costa Rica SGF Global A tiempo completo

SGF Global is a global leader with over 20 years’ experience providing recruitment solutions. We’re currently looking for Escalation Engineer at Heredia, CR (remote position)

Position Summary

isolate, analyze, and provide resolution to customer inquiries. The pace is fast, and the

job is exciting, and the teamwork makes this opportunity one that is very rewarding.

Primary Responsibilities
- Independently defuses sophisticated customer situations by using appropriate communication planning and follow-through that helps drive confident communication.
- Independently resolve the most technically complex, critically important or politically hot customer issues.
- Be an effective technical interface between the customer and 3rd Level Engineering / Product Development by providing clear issue documentation and using productive multi functional working relationships with senior-level players in their area of expertise.
- Provides problem report prioritization for Engineering in at least one Citrix Networking product.
- Collaborate with other teams to write & review complex technical articles and case studies for the knowledgebase using the customer reported cases, product specifications, and multifaceted experience.
- Act as an authority in at least one of our Citrix Networking products and demonstrates a solid grasp of at least one adjacent product.
- Develop and review advanced technical training for internal and external audiences across multiple products or components.
- Participation in a 24x7 on-call rotation.
- Participate in projects as a collaborator or sub-team leader.
Basic Qualifications
- 5 + years’ experience in a Tech Support environment including a minimum of 2-3 years within an Escalation-level team collaborating with Engineering to resolve problems within Enterprise-level customer environments.
- Possesses strong critical thinking and problem resolution skills.
- Strong written and verbal communication skills, to be able to communicate with senior management.
- Practical understanding of the OSI model.
- Must possess a Bachelor of Science in Computer Science or equivalent experience.
- Solid understanding of: Linux operation system (boot process, iptables, cron, udev, nfs, etc.).
- Load balancing, Routing, switching, VLAN, firewall, etc. Common protocols (such as TCP/IP, NAT, DHCP, DNS etc.)
- Preferred Qualifications CCNA, CCNP, Certificate of MCSE or CCIE. AWS, Azure and other Cloud solution provider.
- Shell, Python, or Perl Scripting languages Firewall/DMZ configuration
Tipo de puesto: Tiempo completo, Permanente



  • Heredia, Costa Rica SGF Global A tiempo completo

    **Position Summary** **Primary Responsibilities** Independently defuses sophisticated customer situations by using appropriate communication planning and follow-through that helps drive confident communication. Independently resolve the most technically complex, critically important or politically hot customer issues. Be an effective technical interface...


  • Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completo

    Senior Technical Support Engineer This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office. Aruba is redefining the “IT EDGE”. Creating new customer experiences by building intelligent spaces and digital workspaces. We are focused on campus, branch, mobility and the IoT to transform business models with...


  • Heredia, Costa Rica VMware A tiempo completo

    **The Elevator Pitch: Why will you enjoy this new opportunity?** VMware Premier Support for Telco is provided by dedicated, global solution support teams, committed to making our customers successful through proactive and reactive support with specific telco-industry focused SLAs. As a VMware Premier Support for Telco Senior Technical Support Engineer you...

  • Senior Python Engineer

    hace 1 semana


    Heredia, Costa Rica FusionHit A tiempo completo

    **We are looking for a Senior Python Software Engineer to join a fast-growing start-up environment for a Vegas-based client. This person will be joining a large established team within FusionHit with long term goals and growth potential.** **Must reside and have work authorization in Costa Rica, El Salvador, Bolivia or Colombia to apply.** - 6+ years of...


  • Heredia, Costa Rica SGF Global A tiempo completo

    **Senior Quality Engineer (Hybrid)** **Heredia, Costa Rica** SGF Global is looking for a Senior Quality Engineer, for IT enterprise in Heredia, Costa Rica. **Requirements**: - Bachelor’s degree in computer science or equivalent required. - Strong expertise in identifying the scope of automation, driving the automation test development. - Programming...


  • Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completo

    Escalation Support Management This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office. Our new innovative IT services organization is HPE Pointnext. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Defines high-impact, long-term supply...


  • Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completo

    Escalation Support Management This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office. Our new innovative IT services organization is HPE Pointnext. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Defines high-impact, long-term supply...


  • Heredia, Costa Rica SGF Global A tiempo completo

    **Senior Software Engineer (Hybrid))** **Heredia, Costa Rica** SGF Global is looking for a** Senior Software Engineer,** for IT enterprise in Heredia, Costa Rica. **Requirements**: - Bachelor’s degree in a related field or equivalent experience. - Confirmed experience working with mínimal supervision while leading conversations with senior...


  • Heredia, Costa Rica SYKES Costa Rica A tiempo completo

    **Objective**: **Hard skills**: - Proficient in 1 or more coding languages including, JavaScript, C#, PHP, Python (must). - Work experience directly with customers debugging code. (must) - Demonstrated ability to troubleshoot and triage complex, code-related technical issues (must). - Bachelor of Science degree in a Computer Science, Engineering, or related...


  • Heredia, Costa Rica Sysco Costa Rica A tiempo completo

    We are currently seeking a highly skilled and experienced **Senior Cloud Platform Engineer **to join our team at Sysco Costa Rica. As a Senior Cloud Platform Engineer, you will be responsible for designing, implementing, and managing our cloud infrastructure and platforms, ensuring high availability, scalability, and security of our...

  • Senior Software Engineer

    hace 2 semanas


    Heredia, Costa Rica Kareo A tiempo completo

    The Position Senior Software Engineer What We Need An experienced Senior Software Engineer to work on a cross-functional team to solve real-world problems for healthcare providers around the country. Using your technical expertise, you will design, build, test, and improve the features that will enable our customers to effectively run their business and...


  • Heredia, Costa Rica Equifax A tiempo completo

    **Senior Process Monitoring Engineer** The Senior Process Monitoring Engineer will be responsible for supporting business efforts to identify critical processes, building metrics to measure risks and compliance and develop improvement plans and facilitating the deployment of reports and visuals for compliance indicators **What you’ll do**: - Build...


  • Heredia, Costa Rica BMA Group A tiempo completo

    **Job Title**: **Senior Application Security Engineer** **Job Category**: Professional **Department/Group**: Security Engineering **Position Type**: Full time **Location**: Remote, Costa Rica **Reports to**: Engineering Manager **Senior Application Security Engineer** **What you'll be doing** **Responsibilities**: - Collaborate with software...


  • Heredia, Costa Rica SGF Global A tiempo completo

    **Senior SDET/QA Engineer** **Heredia, Costa Rica** SGF Global is looking for a Senior SDET/QA Engineer, for IT enterprise in Heredia, Costa Rica. **?Overview**: As an SDET/QA you will be responsible for: Building robust, scalable, and high-quality test automation solutions for functional, regression, and performance testing. Developing code for quality...

  • Senior Android Engineer

    hace 1 semana


    Heredia, Costa Rica FusionHit A tiempo completo

    We are looking for a driven and talented **Senior Android Engineer **to join our team! This person will be joining an IoT project in the energy sector with a growing team distributed throughout the US and Latin America. At FusionHit we support our people to grow, learn, and reach their full potential. We offer a diverse and inclusive environment with...


  • Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completo

    Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world. Our new innovative IT services organization is HPE Pointnext. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their...


  • Heredia, Costa Rica VMware A tiempo completo

    **The Elevator Pitch: Why will you enjoy this new opportunity?** Are you passionate about learning new technology and solving complex problems for key customers? VMware has a Technical Support role for you. You will be working on the latest and top of the line technology suite, becoming an expert in the industry. Our Global Support organization supports...


  • Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completo

    Senior Software Engineer This role has been designated as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office. **Who We Are**: **_ Job Family Definition:_** Designs, develops, troubleshoots and debugs software programs for software enhancements and new products. Develops software including operating systems,...


  • Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: Our Infrastructure and Support team is looking for an experienced Senior Support Engineer to improve and expand the support we provide to our growing number of projects. They will be focused on supporting customer requests via Jira Service Desk, primarily for our internal Product team as well as troubleshooting and solving minor issues, and...

  • Senior Network Engineer

    hace 2 semanas


    Heredia, Costa Rica DHL A tiempo completo

    Are you a natural problem solver that enjoys dealing with complex issues? Are you keen to work with established technologies and advance your career in a global, multinational company? Join our team of Network Security enthusiasts and become part of the IT for the world’s biggest logistics company! **Step up your Network Security Game** Our Global Secure...