Lead Technical Support Engineer

hace 2 semanas

San José, Costa Rica Cloud Software Group A tiempo completo

**Role Overview**:
Now, let’s get to the details.
- Answers complex-level incoming customer support requests in a fast-paced environment.
- Assist customers who request support ranging from product training to troubleshooting.
- Serves as a mentor for new hires, assists junior team members with any projects assigned, determines initiatives, and identifies potential issues.
- Proficient in understanding customer requirements and making recommendations based on best practices and ideal configurations. Proactively identifies the best approach for retaining business based on the client’s situation, as well as provides guidance to less tenured Technical Support Engineers and de-escalates potential escalations.
- Takes ownership while working independently on issues that range from answering product questions to providing moderately complex technical support when the customer is having trouble using a product. Validating/identifying potential bugs to be reported to engineering.
- Performance is primarily measured through CSAT Scores/customer feedback, Knowledge Center System usage, as well as measurements around schedule adherence, contributions to the team, mentorship to new engineers, and other Key Performance Indicators.
- Case Documentation: Follows department protocol regarding case management and records details of interactions via Case Comments, Case Status, Follow-Up Dates, Issues, Descriptions, Internal Notes, etc into the Customer Relationship Management System accurately.
- Knowledge Center System [Validator] - Works 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 if no information exists, 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.
- 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.
- 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.
- English-speaking 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 de-escalate customers in challenging circumstances.
- Uses critical thinking, troubleshooting and solving complex problems in a fast-paced, changing environment while also mentoring junior team members.
- Expertise in a data-driven, metrics-oriented environment.
- Works to achieve operational targets with significant impact on departmental results.
- Has a keen interest in Software-as-a-Service (SaaS).
- Has a Growth Mindset and is willing to help and mentor colleagues

**About Us**:
Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world’s largest cloud solution 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-based products to get work done — from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered to learn, dream, and bui

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