Senior Technical Support Engineer

TL;DR

Senior Technical Support Engineer: Providing high-level technical assistance for software products with an accent on complex troubleshooting, network protocol analysis, and cross-team collaboration. Focus on mentoring junior staff, managing high-volume case loads, and driving resolution for product defects.

Location: Hybrid role, must be based in or able to commute to Belen, Costa Rica

Company

A global provider of software solutions enabling customers to develop, deploy, and manage AI-powered applications.

What you will do

• Resolve complex technical issues and provide workarounds for product defects.
• Collaborate with engineering teams to log defects and ensure product accuracy.
• Mentor and guide junior technical support engineers.
• Manage high volumes of support cases efficiently.
• Lead smaller projects or project teams as required.
• Act as a primary knowledge resource for peers and internal stakeholders.

Requirements

• Must be based in or able to commute to Belen, Costa Rica
• Mid to senior-level professional experience in technical support.
• Strong hands-on experience with IP-based communication protocols (TCP/IP, UDP).
• Excellent diagnostic and troubleshooting skills for software-related issues.
• Strong customer service and communication abilities.
• Programming knowledge or experience with relevant technologies.

Culture & Benefits

• Comprehensive health insurance for employees and dependents.
• Life and disability insurance coverage.
• Competitive salary and bonus structure.
• Employee Stock Purchase Program (ESPP) with a 27-month lookback.
• Additional paid time off including birthday leave and company holidays.