Technical Support Team Lead

hace 3 semanas


San Francisco, Heredia, Costa Rica Encora A tiempo completo

About Our Company:
Encora is a global leader in Software and Digital Engineering, helping businesses bridge the Software Engineering Talent gap and providing cutting-edge services like Predictive Analysis, Artificial Intelligence & Machine Learning, IoT, Cloud, and Test Automation. With 16 global offices and 25 innovation labs, we empower businesses to thrive in the digital era.

Our Mission:
We collaborate with leading-edge technology companies to accelerate their speed to impact, leveraging our expertise in Software Engineering to drive innovation and growth.

About the Role:
This role involves leading a L2 Support team, responsible for tasks such as patching, upgrades, setup & configuration, refining SQL queries, Stored Procedures, SQL DBA tasks, and Network administration. The team will work with a wide range of tech tools, including Security, APIs, Alerts, Printer Setup, SSRS Security, MSI Installation, SQL Server, Windows Servers and Workstations, Service Errors/Failures, and Company Expert Applications.

Key Responsibilities:
Lead a L2 technical support team in different levels, responding to client issues in accordance with the defined support process. Maintain and document detailed case histories, submit software defects and enhancements, and connect with clients' systems to recreate and document issues. Additionally, serve as a liaison with customers, sales, development, and QA to resolve issues, and successfully complete all product training and certification exams.

Requirements:
+7 years of experience in Technical Support roles, +2 years of experience leading technical support teams, and a strong understanding of setup and environments. Knowledge of Event Server and SQL jobs, SSRS reports, SQL Alerts, and ping logs is also required. Familiarity with company products' installation/update process, IIS, load balancers, and web.config files is essential. Excellent communication skills (C1) are necessary for this role.

Why You'll Love Working with Us:
We offer a range of benefits, including WFH/WFA and available workplace office space, private medical, dental, and life insurance, additional vacations per work anniversaries, birthday day off, and substantial referral bonuses. Our value-based culture prioritizes employee growth and well-being, providing endless opportunities to learn and develop your skills.



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