Technical Support Engineer

OVERVIEW

We are seeking a skilled Technical Support Engineer to join our global team, supporting diverse platforms, applications, and cloud environments. The ideal candidate will have strong technical skills, fluency in English and Spanish, and excellent communication abilities to troubleshoot complex issues, assist customers, and drive continuous improvement. This role involves hands-on support, application development, and collaboration across teams to deliver exceptional customer experiences.

Location: Heredia, Hybrid environment

Contract length: 12 months

RESPONSIBILITIES

• Serve as the final escalation point for complex issues across the ServiceNow platform, web applications, and cloud environments (AWS, Azure, VMware).
• Troubleshoot, diagnose, and resolve technical incidents involving application, network, database, and cloud services.
• Develop and maintain Java-based applications, server-side JavaScript, Unix Shell, PowerShell, and scripting solutions to support system functionality and automation.
• Perform remote administration and system diagnostics using SSH, SNMP, WMI, and other tools, ensuring optimal performance.
• Manage and optimize cloud infrastructure templates (ARM, CFT), and assist with infrastructure as code initiatives.
• Conduct root cause analysis; analyze logs and network protocols (Wireshark, Traceroute, TCP/IP, SOAP, REST).
• Maintain and update technical documentation in Portuguese, English, and Spanish for global knowledge sharing.
• Collaborate with ServiceNow team on Asset Management, Discovery, Orchestration, and support alignment with ITIL best practices.
• Support database management (MySQL, Oracle), web application troubleshooting, and web development tasks (HTML, CSS, JavaScript).
• Lead and mentor team members; contribute to support process enhancements and knowledge base development.
• Engage directly with customers during support interactions, providing technical guidance and ensuring high-quality service delivery, including on-call support when necessary.

QUALIFICATIONS

• Minimum 2+ years of experience in application support, software development, or platform engineering, ideally in SaaS or cloud environments.
• Bachelor's degree in Computer Science or related field (or equivalent experience).
• Fluency in English, and Spanish (reading, writing, speaking). Portuguese strong benefit.
• Strong foundation in object-oriented programming (Java preferred), scripting languages (JavaScript, Python, Shell), and relational databases.
• Hands-on experience with cloud platforms (AWS, Azure, VMware), infrastructure templates (ARM, CFT).
• Knowledge of network protocols (HTTP, TCP, FTP/SFTP, SOAP, REST), troubleshooting tools (Wireshark, Traceroute).
• Proficiency in remote administration, system diagnostics, database performance tuning, and web application troubleshooting.
• Familiarity with ServiceNow platform modules, ITSM, ITIL processes, CMDB, and ITOM concepts is a plus.
• Excellent communication skills, analytical mindset, creative problem-solving ability, and customer-oriented approach.

Preferred Skills:

• Experience in web development (HTML, CSS, JavaScript).
• Background in software development or consulting.
• Knowledge of network and email systems, LDAP, SSO, and integration techniques.
• Ability to interpret logs, analyze system performance, and troubleshoot performance issues.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.