Remote Senior Technical Support
Encora
📍Remote - Costa Rica
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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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Please let Encora know you found this job on JobsCollider. Thanks! 🙏