Senior Technical Support Engineer

Remote: Yes
Seniority Level: Mid-Senior level
Employment Type: Full-time
Locations: San Jose, Costa Rica
Department: Information Technology

What We Are Looking For

We are looking for Senior Technical Support Engineer to provide enterprise level software support for our customers.

Job Description

  • The position combines software knowledge and customer service expertise necessary to solve the issues that the customers are facing with our software products.
  • This is not Help Desk or Level 1 support. You will investigate or own the investigation of the problems in order to provide solutions and clarifying information.
  • The Software Support Team works on a “follow-the-sun” model, so you will be expected to work late shifts (4PM – 1 AM).
  • The Software Support Team will install Continuity Engine in customer environments.

Key Responsibilities

  • Provide support and deliver professional services to customers via phone, email and remote sessions, etc.
  • Investigate the incidents and provide documentation, information, workarounds and software patches to solve the ticket.
  • Perform detailed analysis and technical investigation of any data available (especially software logs) in order to find a resolution.
  • Recreate customer environment in the internal Lab for troubleshooting the problem.
  • Manage customer expectations of response time and issue resolution.
  • Escalate those incidents which do not have a known course of action or need Development involvement for problem fixing.
  • Initiate and own follow-up actions to prevent incidents from recurring.
  • Promote discussion of observed issues to ensure team awareness, identify areas of potential concern, and recommend courses of actions to rectify these.
  • Update and create new Knowledgebase articles.
  • Attend regular training in order to maintain awareness of all the company products.
  • Test and review new product developments to ensure supportability.
  • Ensure that all quality procedures and guidelines are adhered to and suitably maintained.

Minimum Requirements

  • Experience in installing, configuring, and managing Windows Servers.
  • Good networking knowledge: TCP/IP, Routing, DNS, DHCP, Active Directory, LAN, WAN.
  • Experience in configuring server applications such as Exchange, SQL, File Server, IIS, SharePoint, etc.
  • Experience with VMware, Hyper-V and other virtualization technologies (Citrix, etc.).
  • Microsoft and VMware certifications are a big plus.
  • Experience in working with Backups and Storage is a plus.
  • Good problem-solving skills and attention to details.
  • Organized, analytical and methodical.
  • Highly reliable; can-do attitude; team player.
  • Excellent oral and written skills in English.
  • Excellent oral and written skills in Portuguese is big plus.