Join Our Team

Job title: Technical Support Associate (Overnight)
Work Location: Ultra Lag
Experience: 2+ years in technical support 
Education Qualification: High school Diploma

Roles and Responsibilities:

• Perform environment upgrades, including managing change controls, scheduling, and compliance within customer environments.
• Maintain install base requirements for customers and their storage arrays, applying best practices and routine maintenance.
• Manage support tickets (proactive tickets), representing about 30% of workload.
• Ensure RMA requests are processed promptly and accurately.
• Triage support cases based on severity levels to prioritize responses.
• Own and track customer issues using the ticket tracking system.
• Maintain professional, clear, and consistent communication with customers regarding upgrades, maintenance, and case progress.
• Apply documented troubleshooting steps to resolve routine issues efficiently.
• Notify a Support Manager immediately of any critical customer issues.
• Engage customers through live phone calls and connect them with appropriate resources when necessary.

Required Skills

• Proven ability to resolve customer problems and manage escalations using internal and external resources.
• Strong critical thinking and technical troubleshooting skills.
• Basic knowledge of storage technologies such as SAN, Fibre Channel, Ethernet, iSCSI, and familiarity with operating systems like Solaris, Linux, Windows, VMware.
• Willingness to learn advanced SAN, Fibre Channel, Ethernet, and iSCSI technologies.
• Excellent written and verbal communication skills.
• Advanced English (B2+- C1)
• Working hours – Overnight Mon-Fri 1 am-8 am. Weekend flexibility required

Desired Skills:

• Minimum 2 years of customer-facing technical support experience.

Associate’s Degree or equivalent 2 years of direct experience

Job title: Technical Support Associate
Work Location: Ultra Lag
Experience: 6+ months in technical support roles
Education Qualification: High school Diploma

Responsibilities:

• Handle technical support inquiries from customers via phone or the company’s
• web-based support website (ticket-based) from initial contact through resolution.
• Escalate issues to the next higher Tier of support when necessary, ensuring timely
• resolution and customer satisfaction.
• Adhere to SLAs (Service Level Agreements) and strive to provide superior customer
• experiences.
• Contribute to the online knowledgebase by documenting solutions to common
• issues and updating existing articles as needed.

Required Skills & Desired Skills:

• High School diploma or equivalent.
• Advanced English level (C1).
• 6+ months of experience working in a similar technical support environment.
• Education: Any IT/computing qualification.
• Good knowledge of the Windows operating system, specifically Windows 7 and
• above.
• Ability to perform Windows software installation, configuration, and deployment.
• Experience providing technical support to customers for hardware and software
• issues, with the ability to diagnose problems related to hardware, operating systems
• software, application programs, or network failures.
• Familiarity with ticket-based support tools such as Salesforce, Zendesk,
• ServiceNow, etc.
• Demonstrated ability to work independently within a team environment.
• Strong troubleshooting and problem-solving skills.
• Organized, self-motivated, and have a high level of attention to detail.
• Excellent verbal and written communication skills, as effective communication with
• both internal teams and customers is essential for this role
• Working hours : Sunday- Thursday (Friday, Saturday OFF) 6:00 PM – 1:00 AM

Job title: Professional Services Consultant – Network Security (Prisma/SASE)
Location: Remote
Experience: 8+ years
Shifts: Flexible working in APAC, EMEA, and NAM shifts

Responsibilities:

• Professional Services Consultant will be a key member of the Network Security , focusing on the design, deployment, and delivery of our Next-Generation security solutions.
• You will serve as a technical contributor on complex customer engagements, providing expert guidance to secure customer environments. This hands-on role requires you to solve intricate problems, partner directly with customer technical teams, and lead projects to successful completion.
• Key Responsibilities Design and build custom security policies and application signatures tailored to unique customer environments. Act as a trusted advisor, consulting with customers on security best practices and methodologies. Analyze security logs and events to provide threat analysis reports and strategic recommendations.

Required Skills

• 8+ years of experience in network security, cybersecurity, network engineering, professional services, consulting, or a related field.
• Hands-on experience with  Prisma Access or equivalent SASE/SSE platforms.
• Strong knowledge of TCP/IP, routing, BGP, NAT, DNS, IPSec, VPN, and firewall concepts.
• Experience with Global Protect or enterprise remote-access VPN technologies.
• Experience designing and implementing IPSec tunnels and BGP-based connectivity.
• Experience with SAML, SSO, RADIUS, LDAP, and enterprise authentication.
• Experience with Prisma Access Remote Networks, Service Connections, Mobile Users, Explicit Proxy, and Strata Cloud Manager.
• Experience with CASB and Enterprise DLP.
• Experience with  NGFW and Panorama.
• Experience with enterprise firewall migrations and large-scale security transformation projects.
• Experience with cloud platforms such as AWS, Microsoft Azure, or VMware.

Job title: Tier- 1 Customer Care Specialist
Work Location: UltraLag, Lagunilla, Heredia.
Experience: More than 1 year of Call Center experience
Education Qualification: High School Diploma
No. of openings: 25

Summary:

• As a Customer Care Specialist – Tier 1, you will provide a world-class experience to our Customers through answering incoming customer questions from multiple channels including phone, chat, and email.
• You are driven with purpose to resolve solutions and act as an expert to help customers thrive. You are hungry to learn, deliver a hospitality mindset, and are excited to showcase our rapidly expanding hardware and software suite.
• To thrive as a Tier 1 – Customer Care Specialist, you are resilient, motivated to deliver high quality customer interactions, and excel in ambiguous environments.

Roles and Responsibilities:

• Leverage your project product knowledge and customer service skills to answer incoming calls, chats and/or casework from Customers.
• Deliver a top tier customer experience through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Customers.
• Conduct procedures to escalate and coordinate the customer response in accordance with the project values.
• Expand your knowledge of project’s hardware and software weekly through professional development time, trainings, knowledgebase articles, and the experience gained from performing the roll.

Required Skills & Desired Skills     

• Proficiency English Level >B2+                                          
• 1+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• Basic Technical support experience and knowledge.
• Success operating independently and navigating competing priorities in a constantly changing environment
• Proven track record of success navigating and troubleshooting technical tools, for instance a Apple laptop and Android based software
• Strong communication, organizational, and influencing skills

Job title: Inbound Sales and Service Associate
Work Location: UltraLag, Lagunilla, Heredia
Experience: Yes, customer service and sales.
Education Qualification: High School Diploma
No of openings : 60

Roles and Responsibilities:

• If you are looking for a satisfying career in a friendly, fast-paced, and continuously changing environment, then look no further.
• We are looking for energetic customer sales representatives who show drive, ambition, and demonstrate high levels of sales performance with integrity. Your voice will be the brand that builds a strong relationship between our clients and their customers – It all starts with you!
• Our purpose is to make the world a better place, with a mission to keep our customer’s world running seamlessly. You will be responsible for delivering an excellent experience to our customers first time, every time using all skills & knowledge in order resolve their inquiries most effectively. You will be engaging with all customers by creating sales opportunities to draw their attention to our extended warranty plans which could improve their customer experience with our clients.
• You will deal with a variety of different customer call types as required to suit the business & customer needs. You will have ownership of your customer’s experience as well as providing the appropriate feedback to improve the journey in a positive & ethical way that is in line with our business practices.
• You will provide inbound telephone support to our clients concerning extended warranty plans and services.

Essential Duties and Responsibilities:

• Inbound Sales Associate are responsible for assisting existing and new customers with registering their new appliances establishing rapport with the customer to position the sales pitch.
• Superior product knowledge and a passion for customer satisfaction, you will provide solutions to customer needs in a fast-paced and energetic environment.
• Emphasis is on sales for extended warranty plans and product registration.
• Through rapport building and information gathering from the conversation with the customer, identify opportunities to present the need to purchase an extended service plan.
• Upsell customers to additional service plans on older appliances the customer has in their homes. 
• Fully understands and consistently demonstrates proficiency at explaining products and services to existing and prospective customers.
• Listen to customer concerns with the goal of identifying buying signals and effective use of rebuttals to overcome objections.
• Solve customer challenges and regain customer confidence by using empathy and building rapport with customers.
• Accurately document information within multiple database systems.
• Adhere to KPI(s), as defined by the leadership team, to ensure departmental expectations and quality assurance is within standards.
• Supporting the team and wider functions to succeed by sharing knowledge and proactively looking for ways to improve the customer journey, and personal competency, providing feedback in a solution-focused manner.

Required Skills & Desired Skills

• Proficient speaking English to US based customers.
• High School Diploma or GED required.
• 1 year of experience in a call center environment.
• Customer Service preferred and Sales experience required
• Genuine desire to provide exceptional customer service.
• Ability to understand first call resolution.
• Excellent communication skills (professional demeanor) with an ability to be positive, energetic, and relay information precisely, professionally, and friendly while overcoming objections.
• Respond to customer inquiries by asking probing questions, listening attentively, while possessing exceptional oral and written skills.
• Self-motivated, able to work independently, and a desire to learn and succeed.
• Attention to detail with an ability to follow through while managing multiple tasks and adapt to change within a fast-paced business environment.
• Demonstrates teamwork, displays a positive attitude, and has a strong work ethic.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Demonstrates ability to speak off script, accurately, asking questions to identify busy signs
• Demonstrates ability to build rapport, off script, with customer to identify needs for our product