Cloud Software Engineer for Customer Support

hace 1 semana


San José, San José, Costa Rica TIBCO A tiempo completo
Overview

Citrix and TIBCO recently merged to create Cloud Software Group, one of the world's largest cloud solution providers. We serve more than 100 million users globally, empowering them to work from anywhere.

We value diverse lived experiences, passion for technology, and the courage to take risks. Our team is empowered to learn, dream, and build the future of work.

About the Role

We are looking for a talented Cloud Software Engineer for our Customer Support Team. As a key member of our team, you will be responsible for providing exceptional technical support to our customers.

As a Cloud Software Engineer, you will answer first-level incoming customer support requests in a fast-paced environment. You will assist customers with product-related queries, provide best practices and instruction on the use and application of features, and determine the customer's configuration opportunities and needs.

You will also work on issues that range from answering product questions to providing basic to intermediate technical support when the customer is having trouble using our product.

Key Responsibilities
  • Analyze and troubleshoot customer issues related to our products and services.
  • Develop and maintain knowledge articles to assist customers in finding solutions to common problems.
  • Collaborate with other teams to ensure seamless integration of our products and services.
Requirements

To be successful in this role, you will need:

Bachelor's Degree or equivalent experience in Computer Science, Information Technology, or a related field.

At least 1 year of experience in a technical support role within the service industry.

Background in computing (Mac & PC), networking, web browsers, PC troubleshooting, firewalls, and proxy servers.

Familiarity with GSuite and Microsoft Office suite, including Outlook, Excel, PowerPoint, and Word.

Case Management experience.

Preferred Skills

The following skills are a plus:

  • Basic Knowledge of Windows Server roles and features, IIS, AD, and DNS.
  • Basic knowledge of load balancing technologies (NetScaler preferred).
  • Basic knowledge in Javascript, Python, and PHP, API calls.
  • Basic knowledge conditional calculations.
  • Basic knowledge of troubleshooting web application and SSO set up issues.
  • Basic knowledge about Security Certificates.
What We Offer

We offer a competitive salary of $80,000 per year, based on your location and experience.

You will also receive a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

We are an Equal Employment Opportunity employer and welcome diversity in our workplace.



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