Technical Support Engineer II (ShareFile)

Location: Hybrid, splitting time between a home office and the Belen, Costa Rica location

Company

hirify.global provides software for developing, deploying, and managing responsible, AI-powered applications and experiences.

What you will do

• Handle low- to moderate-complexity technical issues for assigned ShareFile products with limited supervision.
• Investigate customer environments, logs, and code; identify bugs; propose workarounds and solutions; and create feature requests.
• Manage customer cases and account escalations, including difficult communications and appropriate escalation to senior team members.
• Collaborate with engineering by clearly logging product defects and feature requests.
• Research documentation, knowledge bases, bug databases, and technical communities; improve product documentation and create or update knowledge base articles.
• Prepare for support of new product versions and features, participate in project work, and provide guidance to new employees when needed.

Requirements

• Demonstrated related professional experience; a Bachelor’s or Master’s degree in Computer Science or a related field may be required.
• Proven analytical and troubleshooting skills for software-related issues.
• Strong customer service and communication skills, with the ability to remain professional under pressure.
• Basic programming experience or knowledge of programming languages and technologies.
• Hands-on experience with IP-based communication protocols and packet-level data transmission, including TCP/IP and UDP.
• Working knowledge of Unix and/or Windows operating systems and networking.
• Ability to multitask in a fast-paced environment and work independently with some guidance.

Culture & Benefits

• Hybrid work arrangement combining home-office work with the Belen location.
• Health insurance covering medical, dental, emergency, and preventive care for employees and eligible dependents.
• Life and disability insurance.
• Competitive salary, position-based bonus or commission, and an Employee Stock Purchase Program with a 27-month lookback.
• Legal vacation days, a paid birthday day off, company holidays, and additional paid leave plans.
• Participation in on-call rotations, including weekends and holidays, may be required based on business needs, with schedules coordinated in advance.