TL;DR

Technical Support Engineer (%hirify_global% Backup for Windows): Providing technical support and troubleshooting for %hirify_global% Software's clients, focusing on resolving challenging technical issues. Focus on proactive learning of new technologies, researching customer problems, and maintaining strong customer rapport.

Location: Hybrid in San Jose, Costa Rica

Company

%hirify_global% is the #1 global market leader in data resilience, providing data backup, recovery, portability, security, and intelligence to over 550,000 customers worldwide.

What you will do

Provide technical support and troubleshooting for %hirify_global% Software’s clients via telephone, email, and web conferencing.
Stay updated with the latest technologies concerning %hirify_global%’s products and underlying technologies.
Research and troubleshoot customer problems and inquiries.
Update and manage assigned cases in a timely manner.
Maintain strong customer rapport and excellent, timely communication.
Contribute to documentation to build %hirify_global%’s knowledge base.

Requirements

Advanced use of administrator level tasks for Windows Server and Desktop Operating Systems.
Practical knowledge of TCP/IP (OS, firewalls configuration) and networking configuration / troubleshooting (NAT, ports, DHCP, DNS).
1-3 years of technical troubleshooting experience in a role where problem resolution skills were required.
Excellent communications skills (verbal and written).
Able to work independently in a fast-paced environment and operate effectively in stressful situations.
Must be based in San Jose, Costa Rica.

Nice to have

Certifications in server and networking.
Experience with Database engines (SQL/Oracle).
Microsoft Exchange/SharePoint server administration.
Active Directory/Domain Controller administration.
Familiarity with Wireshark (tcp dump) and application performance analysis.
Hypervisor Experience: VMware or Nutanix; VSS.

Culture & Benefits

Two weeks of paid vacation, plus 3 global %hirify_global%e Days for self-care.
Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents.
Medical, dental, and vision coverage fully funded for employees and dependents.
Mental health support, therapy sessions, and virtual care via SupportLinc EAP.
Retirement and social security contributions through Costa Rica’s statutory programs.
Life insurance equal to 24x monthly salary, plus disability and funeral coverage.
Daily cafeteria subsidy.
Fertility, adoption, and surrogacy support, plus 24 paid volunteer hours through %hirify_global% Cares.
Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms and mentoring through our MentorLab program.

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