Team Lead, Technical Support (Windows)

TL;DR

Team Lead, Technical Support (Windows): Managing a group of Technical Support Engineers to ensure successful customer experiences with product implementation and infrastructure with an accent on technical leadership and escalation management. Focus on resolving high-priority complex issues, mentoring engineers, and ensuring SLA compliance.

Location: Based in San José, Costa Rica. Candidates must be permanently located in Costa Rica.

Company

hirify.global is the Data and AI Trust Company, specializing in data resilience and security posture management to enable the acceleration of safe AI at scale.

What you will do

• Manage and direct a group of Technical Support Engineers to ensure successful customer experiences.
• Provide expert technical support and troubleshooting for clients via telephone, email, and web conferencing.
• Analyze and provide solutions for virtualization software, operating systems, and networks in relation to hirify.global products.
• Monitor ticket queues to ensure SLA compliance and timely case updates.
• Act as a point of contact for high-priority, highly complex issues with on-call responsibilities.
• Routinely train and mentor less experienced engineers to elevate team knowledge.

Requirements

• 5+ years of client or customer support experience at Level II or Level III.
• 3-5 years of server administration and troubleshooting experience.
• Strong networking background and B2B technical support experience with high-tech products.
• Technical knowledge of virtualization, Windows infrastructure, and cloud-based storage.
• Exceptional verbal and written English communication skills.
• Must be permanently located in Costa Rica.

Nice to have

• Project management certifications or experience with Jira and Confluence.
• Administration certifications for AWS, Azure, or similar cloud offerings.
• Security certifications involving certificate stores and cloud platform credential management.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage fully funded for employees and dependents.
• Generous paid leave including vacation, statutory holidays, and global hirify.globale Days for self-care.
• Paid parental leave for fathers, birthing, and adoptive parents.
• Retirement and social security contributions through Costa Rica’s statutory programs.
• Daily cafeteria subsidy and life insurance coverage.
• Professional growth opportunities via LinkedIn Learning, O’Reilly, and the annual Global Day of Learning.