Cloud Software Group Technical Support Specialist

hace 1 semana

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

About the Role:

Citrix and TIBCO recently merged to create Cloud Software Group, one of the world's largest cloud solution providers. We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist at Cloud Software Group, you will be the primary point of contact for customers experiencing technical issues with our products. Your exceptional communication skills and problem-solving abilities will enable you to provide top-notch support while mentoring junior team members.

Key Responsibilities:

  • Answer complex-level incoming customer support requests in a fast-paced environment
  • Assist customers with product training, troubleshooting, and validate/identify potential bugs to be reported to engineering
  • Mentor new hires, assist junior team members, and contribute to maintaining the knowledge base
  • Publish articles internally and externally after validating they are technically accurate and meet content guidelines
  • Search and reuse content when available, create new knowledge articles if no information exists, and attach content from multiple sources to cases as a resolution

Required Skills and Qualifications:

  • Bachelor's Degree or equivalent experience preferred
  • 5+ 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
  • Good Knowledge of the Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word
  • Knowledge of Single Sign On (SSO) and server administration skills

Preferred Skills:

  • 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

About Us:

We value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered to learn, dream, and build solutions that make a real difference for our users. If you're passionate about delivering world-class customer experiences, we'd love to hear from you

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