Remote Senior Technical Support

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Encora

📍Remote - Costa Rica

Job highlights

Summary

Join our team as a Senior Technical Support Specialist in Costa Rica, working remotely. You will design, develop, and maintain high-quality software solutions, collaborating with cross-functional teams to understand business requirements.

Requirements

  • Bachelor’s degree in computer science, software engineering, or a related field
  • +5 years of experience
  • Professional/ Advanced English skills B2+
  • High-level understanding of how a firm's network can interact with applications, ex. Firewalls, MSDTC, VPNs
  • Can have In-depth discussions regarding setup and environments
  • Knows how to start, stop, and reset Event Server and SQL jobs
  • Knows how applications interact with printers
  • Knows how to do basic and complex API troubleshooting
  • Knows how to grant rights to SSRS reports
  • Knows how all the components of SQL Alerts work
  • Knows how to set and review ping logs
  • General understanding of IIS and verifying services are functional
  • High-level knowledge of load balancers and how they interact with our services
  • Can narrow down long-running queries and blocks
  • Understands web. config files and how to modify them safely
  • SQL performance plan review and index optimization

Responsibilities

  • Serve as the point of contact (via email, web-based, or phone) and take ownership of client issues
  • Research, analyze, and troubleshoot problems to determine whether they are application, user, training, bug, or enhancement issues. As needed, develop workarounds and communicate with clients
  • Respond to client issues using the defined support process
  • Maintain/document detailed case histories, with clear, actionable steps taken and planned in SalesForce
  • Submit software defects and enhancements per department guidelines to ensure software design changes are appropriately documented
  • To recreate and document, connect with the client’s system over a SecureLink session (or alternative)
  • Document and update knowledge base articles viewed by our internal staff and clients
  • Perform application testing before a product release to determine what new features are coming and how they work
  • Serve as a liaison with customers, sales, development, and QA to resolve issues
  • Completes all product training and certification exams
  • Manage and deploy Support’s internal Expert product environments
  • All other duties as assigned

Preferred Qualifications

  • Technologies: SQL (Queries, Views, Triggers), IIS, Networks, Firewalls, API Troubleshooting
  • Competencies: Strong technical support and customer services skills

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