Join Our Team

Job title: Technical Services Engineer
Location: Heredia, Costa Rica
Experience: 2+ years
Education Qualification: Associate’s/bachelor’s degree in computer science or related technical field
Work mode: Hybrid

Summary:

• Provide 24×7 support, working on problems of diverse scopes involving hardware, software, and environmental issues related to the Flash Array product.
• Use deep technical expertise to troubleshoot and resolve customer issues.
• Build strong networks across departments and act as a key technical contact.
• Demonstrate ownership, analytical thinking, and a customer-first mindset.
• Operate in a fast-paced and team-oriented environment.

Roles and Responsibilities:

• Advanced ServiceNow case management.
• Proactively seek to understand customer expectations.
• Answer and resolve support cases across all severity levels.
• Professionally engage with customers via phone, email, chat, and video.
• Own, track, and maintain clear, concise, and positive communication for all cases in a timely and efficient manner, including follow-ups with customers, team members, and engineers.
• Balance workloads across teams as needed.
• Provide input and assist with the creation of documentation, FAQs, and KB articles.
• Troubleshoot, research, and resolve issues using internal tools, knowledge bases, and collaboration.
• Manage multiple projects/support cases simultaneously.
• Champion customer issues internally and represent the company externally.
• Lead large, multi-participant customer calls, including hot escalations.
• Operate independently on day-to-day tasks with general instruction on new assignments.

Required Skills:

• Good organizational and time management skills.
• Exceptional interpersonal and communication skills (verbal and written, including technical terminology).
• Proven ability to resolve customer problems and escalations using appropriate resources.
• Technical troubleshooting experience in complex multi-platform and multi-vendor environments.
• Experience supporting both hardware and software products.
• Ability to triage and escalate issues to engineering groups when necessary.
• Advanced to expert knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks.
• Advanced ability to troubleshoot Networking, Latency, Replication, Performance, and Space issues.
• Experience with dispatching hardware.
• Linux / Command Line proficiency.
• Advanced English (B2+-C1)

Desired Skills:

• Subject matter expertise in one or more of the following: NFS, S3, Native SMB, LDAP, IPv6. (Nice to have)
• Experience with Backup & Recovery solutions such as Veeam, Avamar, Data Domain. (Nice to have)

Job title: Customer Support Specialist
Location: Barranquilla, Colombia
Experience: 1-2 years
Education Qualification: Bachelor’s Degree

Roles and Responsibilities:

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

Required Skills & Desired Skills:

• English Language with B2/B2+
• 1 year of experience in a customer support role and ticketing systems.
• 1 year of experience in customer service, (Business-To-Business strongly preferred).

Job title: Senior Database Engineer
Location: Bogotá, Colombia
Experience: 6-7 years
Education Qualification: Bachelor’s Degree

Roles and Responsibilities:

• Manage, monitor, and optimize PostgreSQL, MySQL, SQL Server, and Redis databases in production and development environments.
• Provide on-call support for database incidents, ensuring reliability and minimal downtime.
• Deploy and manage AWS database services, including RDS, Aurora, DynamoDB, and Redshift.
• Automate database provisioning and management using Infrastructure as Code (Terraform).
• Perform performance tuning, indexing, partitioning, and troubleshoot replication or query issues.
• Implement database releases and schema changes.
• Support multiple SQL and NoSQL databases and continuously expand expertise beyond PostgreSQL/MySQL.

Required Skills & Desired Skills:

• English Language with B2/B2+.
• 6–7 years Strong hands-on experience with PostgreSQL and MySQL)
• AWS Experience

Job title: Customer Service Representative
Work Location: Barranquilla, Colombia
Experience: 6 months – 1 year
Education Qualification: Bachelor’s Degree

Roles and Responsibilities:

• Handle incoming in a timely manner.
• Create support tickets and escalate cases to Tier 2 as needed.
• Manage cases, emails, and chats simultaneously.
• Follow communication scripts when addressing different topics.
• Identify customer needs, clarify information, investigate issues, and provide solutions and/or alternatives.
• Build sustainable relationships and engage customers by going the extra mile.
• Maintain clear records of all conversations in the call center database.
• Meet personal and team qualitative and quantitative objectives.
• Ability to handle multiple tasks simultaneously.

Required Skills & Desired Skills:

• English Language with B2/B2+.
• Bachelor’s Degree  
• 1 year of experience in Customer Service or a similar role.

Location: Senior Integration Specialist
Work Location: Bogotá, Colombia
Experience: : 6-7 years
Education Qualification:  Bachelor’s Degree

Roles and Responsibilities:

• Build and enhance integration solutions across global systems
• Manage data exchange, file transfers, encryption/decryption
• Transform and monitor documents across multiple platforms
• Troubleshoot and resolve integration and communication issues

Required Skills & Desired Skills:

• English Language with B2/B2+. 2(6–7 years in Integration Development)
• Proven expertise in (Pipelines, Mapper, Orchestration, C# Functions, XML)
• Strong C# and SQL development experience
• Hands-on with XML/JSON, WCF, REST APIs, PowerShell, AZDO/TFS, Git