Senior Technical Support

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