Technical Support Engineer II
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Technical Support Engineer II (SaaS/Fintech): Providing expert-level technical support for enterprise products with an accent on troubleshooting complex issues, database performance, and network diagnostics. Focus on managing critical customer cases, collaborating with SRE/Engineering teams, and driving product improvements through KCS best practices.
Location: Heredia, Costa Rica (Hybrid)
Company
empowers organizations in regulated industries to manage risk and unleash intelligence in their digital communications through innovative compliance and risk management solutions.
What you will do
- Provide frontline and backline support for SaaS hosted enterprise products.
- Independently troubleshoot complex technical issues and identify root causes.
- Meet strict SLAs for customer cases via phone, web, and community platforms.
- Manage case documentation and status updates within Salesforce.
- Collaborate with SRE and Engineering teams to resolve escalations.
- Contribute to product and process enhancements to improve customer experience.
Requirements
- Bachelor’s degree in a technical field or equivalent experience.
- 3+ years in customer support roles or 6+ years of industry experience.
- Strong background in IT, networking, databases, or SaaS/cloud support.
- Proficiency in CRM systems like Salesforce, Microsoft applications, and JIRA/Confluence.
- Strong problem-solving, communication, and time management skills.
- Ability to work in a hybrid environment in Heredia.
Nice to have
- Certifications in Windows, Linux, RDBMS, AWS, or Kubernetes.
- Experience with on-premise support.
- Knowledge in Fintech and Regtech domains.
Culture & Benefits
- Collaborative environment focused on innovation and lifelong learning.
- Opportunities to work with leading communication and cloud infrastructure platforms.
- Exposure to AI/ML technology in a global organization.
- Commitment to diversity and professional development.
- Recognized as a Best Place to Work by Comparably.
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