SWAT Engineer (VBR)

TL;DR

SWAT Engineer (VBR): Providing expert technical support for critical customer incidents including production outages and ransomware events with an accent on virtualization, OS, and database troubleshooting. Focus on maintaining high standards of customer rapport and resolving complex technical issues in high-pressure environments.

Location: Must be based in San Jose, Costa Rica. This is a hybrid role.

Company

hirify.global is a global leader in data resilience and security, specializing in data protection and AI risk management for over 550,000 customers worldwide.

What you will do

• Provide expert technical support and troubleshooting for critical client issues via phone, email, and web conferencing.
• Analyze and diagnose complex problems involving virtualization software, operating systems, and networks.
• Maintain strong customer rapport while managing high-stress situations and production outages.
• Collaborate effectively with Sales Representatives to ensure customer satisfaction.
• Participate in knowledge sharing and mentoring within the support team.

Requirements

• Must be based in San Jose, Costa Rica.
• Two or more years of technical support experience.
• Advanced familiarity with VMware vSphere and Microsoft Hyper-V.
• Advanced knowledge of Windows Server OS, PowerShell, and command-line interfaces.
• Practical understanding of TCP/IP and familiarity with Linux/Bash.
• Advanced familiarity with databases including SQL, PostgreSQL, or Oracle.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage fully funded through INS Premium.
• Paid parental leave and fertility, adoption, and surrogacy support.
• Retirement and social security contributions.
• Life insurance, disability, and funeral coverage.
• Daily cafeteria subsidy and 24 paid volunteer hours annually.
• Access to on-demand learning libraries, mentoring, and workshops.