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Job title: Trainer Specialist
Work Location: Ultralag, Heredia 
Experience: 1–3 years in training, L&D, support operations, or similar roles
Education Qualification: Bachelor’s degree or equivalent experience in Training, Education, Communications, or related field
No of Openings: 1

Summary:

• The Training Specialist plays a key role in enabling support teams through onboarding, ongoing training, skills development, and knowledge management.
• This role is responsible for creating training materials, delivering new-hire and refresher sessions, maintaining the Knowledge Base, and collaborating with Quality, Team Leads, and operational stakeholders to address performance gaps.
• The ideal candidate is organized, proactive, and experienced in coaching and developing support agents in a fast-paced environment.

Roles and Responsibilities:

• Develop, design, and maintain training content for onboarding and ongoing learning programs.
• Deliver new-hire training sessions and ensure successful ramp-up of new agents.
• Create user accounts or system access for new agents as required.
• Build targeted training modules based on team gaps, performance trends, or new product updates.
• Deliver refresher trainings regularly to ensure consistent understanding of processes and product knowledge.
• Create, update, and maintain the Knowledge Base (KB) to ensure content accuracy and accessibility.
• Provide 1:1 coaching to agents to address individual learning needs or performance gaps.
• Conduct ongoing product training sessions and knowledge refreshers for the entire team.
• Participate in training syncs with internal stakeholders and subject-matter experts.
• Generate and deliver reports related to training activities, coaching sessions, new updates, and floor observations.
• Enroll agents in required training programs, workshops, or certification paths.
• Partner with QA, Team Leads, and Points of Contact (POCs) to develop training solutions that support coaching needs and quality improvements.

Required Skills:

• 1–3 years of experience in training, instructional delivery, customer support, or operations.
• Strong verbal and written communication skills with the ability to present clearly to diverse audiences.
• Experience creating training materials, documentation, or KB content.
• Ability to coach, mentor, and support agents at varying skill levels.
• Excellent organizational skills with the ability to manage multiple training initiatives simultaneously.
• Strong understanding of support workflows, case handling, and customer experience best practices.

Desired Skills:

• Experience in Learning & Development (L&D) or in a training-focused role within a BPO or technical support environment.
• Knowledge of adult learning principles, instructional design, or coaching methodologies.
• Familiarity with LMS platforms, ticketing systems, or support tools.
• Ability to analyze performance data to identify training needs and evaluate training impact.

Job title: IT Service Desk Engineer Lead
Work Location: Ultralag, Heredia 
Type: Full-Time (On-site)
Experience: 3–5 years of experience in IT support, including at least 1 year in a leadership or team lead role
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 2

Summary:

• The Helpdesk Lead oversees the day-to-day operations of the IT Service Desk, managing Tier 1 and Tier 2 support teams to ensure timely resolution of technical issues and a high standard of customer service.
• This role is responsible for workload distribution, SLA management, and operational excellence while fostering a culture of collaboration and continuous improvement.
• The ideal candidate combines strong technical expertise, leadership ability, and a passion for mentoring team members and enhancing service delivery processes.

Roles and Responsibilities:

• Lead and manage a team of support associates providing Tier 1 and Tier 2 IT support across multiple sites.
• Monitor ticket queues, assign workloads, and ensure adherence to SLAs and quality standards.
• Serve as the final escalation point for complex technical issues and user complaints.
• Oversee onboarding and offboarding processes, including device setup, access management, and application provisioning.
• Review trends and analyze recurring issues to identify root causes and coordinate long-term resolutions with backend IT teams.
• Provide mentorship, coaching, and performance feedback to support team members to drive growth and engagement.
• Maintain and update internal SOPs, technical documentation, and knowledge base articles.
• Partner with cross-functional IT teams to implement process improvements, new tools, and automation opportunities.
• Track and report helpdesk metrics, identifying areas for optimization and efficiency gains.

Required Skills:

• 3–5 years of experience in IT support, including at least 1 year of leadership or team lead experience.
• Strong technical background in troubleshooting, particularly within Google *Workspace and endpoint management environments.
• Excellent communication, interpersonal, and leadership skills.
• Experience managing ticket queues, prioritizing workloads, and ensuring SLA compliance.
• Proficiency with ITSM and ticketing tools, documentation management, and performance reporting.
• Strong stakeholder coordination skills with the ability to collaborate across departments.
• Highly organized, proactive, and results-oriented with a focus on service excellence.

Desired Skills:

• Familiarity with the ITIL framework; certification is a plus.
• Experience leading IT support teams in fast-paced or multi-site environments.
• Proven ability to train, mentor, and build high-performing technical teams.
• Knowledge of automation or workflow optimization in IT support operations.

Job title: IT Project Manager 
Work Location: Ultralag, Heredia 
Experience: Over 6 years of experience in ITSM / Tech Support
Education Qualification: High School Diploma / Graduate and above 
No of Openings: 1

Summary 

• The IT Project Manager will be responsible for designing, implementing, managing, and evaluating IT projects across the organization.
• This role ensures strong leadership over technical teams, efficient project execution, continuous improvement, and alignment with organizational goals. 

Roles and Responsibilities 

• Apply project management fundamentals to drive end-to-end execution 
• Manage Team Leads and a team of up to 100 IT support members 
• Collaborate with business and technology leaders to assess requirements, define scope, and create project charters 
• Perform project planning, resource allocation, scheduling, and task coordination 
• Leverage agile methodologies to optimize project delivery 
• Develop strategies to deliver world-class global end-user support 
• Demonstrate strong decision-making, logical thinking, and problem-solving abilities 
• Monitor team performance using SLAs, productivity, and quality metrics 
• Take ownership of deliverables tracked in tools, dashboards, or emails 
• Proactively identify challenges, propose solutions, and communicate inputs to stakeholders daily/weekly/monthly 
• Manage escalations according to defined procedures 
• Coach and train Team Leads to meet operational and project objectives 
• Implement monthly service improvement plans 
• Participate in ad-hoc and scheduled meetings 
• Adapt quickly to new technologies, tools, processes, and escalation procedures 
• Define and monitor KRAs and KPIs to improve customer experience, quality, productivity, and response time 
• Identify improvement opportunities and create Individual Development Plans (IDPs) for low performers 
• Detect skill or behavioral issues and report to management in advance 
• Provide performance feedback to technicians when needed 
• Handle cross-functional communication effectively 
• Build communication strategies that strengthen internal and external relationships 
• Ensure compliance with company and client values and policies 

Required Skills 

• Strong leadership experience managing large technical teams 
• Project management fundamentals 
• Excellent communication skills (English – verbal and written) 
• Strong analytical, data-driven decision-making, and problem-solving abilities 
• High attention to detail 
• Knowledge of IT operations and IT support services 
• Proficiency in Excel or Google Sheets 

Desired Skills 

• Experience with agile methodologies 
• Strong presentation, mentoring, and leadership skills 
• Knowledge of cloud applications (with Single Sign-On) 
• Ability to develop and execute service improvement plans 
• Experience handling escalations and stakeholder communication 

Job title: Project Manager – Global SAS to NVMe Program
Work Location: Ultralag, Heredia (Hybrid)
Experience: 1+ years leading customer-facing, cross-functional projects
Education Qualification: Bachelor’s degree in Business, Engineering, IT, or a related field
No of Openings: 1

Summary:

• The Project Manager will support a multi-year global initiative focused on proactively upgrading customer storage arrays from SAS to NVMe technology. This program ensures that customers maintain a modernized, fully supported infrastructure aligned with long-term service commitments.
• The role requires exceptional coordination, communication, and stakeholder management, as well as the ability to guide customers and internal teams through complex upgrade processes.
• The Project Manager will serve as the single point of contact for customers throughout the upgrade journey, ensuring alignment, smooth execution, and a high-quality experience.

Roles and Responsibilities:

• Engage with customers and account teams to introduce the SAS-to-NVMe upgrade program and outline key requirements and processes.
• Collaborate with Technical QA Engineers to review and validate upgrade action plans; present project plans directly to customers.
• Identify the correct Bill of Materials (BOM) and submit all required part-dispatch requests.
• Coordinate all dependencies for onsite work, including any required code upgrades or technical pre-work with Support teams.
• Proactively follow up on pending tasks, ensuring timely progress across all project activities.
• Maintain consistent, clear communication with customers, providing updates throughout each stage of the upgrade process.
• Schedule onsite activities in partnership with Installation Scheduling teams and ensure accurate tracking of milestones.
• Confirm completion of all deliverables and ensure activity status is properly documented.
• Act as the primary point of contact for all questions, issues, and escalations related to the upgrade.
• Prepare and submit progress reports and metrics for the Program Lead to consolidate into program-wide reporting.

Required Skills:

• 1+ years of experience in project management roles involving customer interaction and cross-functional collaboration.
• Strong communication skills in English, both written and verbal.
• Excellent organizational and coordination abilities with attention to detail.
• Strong problem-solving skills, with the ability to gather data, analyze issues, and recommend solutions.
• Proactive, action-oriented mindset with the ability to operate independently and drive progress.
• Experience delivering positive customer satisfaction outcomes in previous projects.
• Familiarity with storage environments, enterprise hardware, or related technology (preferred).

Desired Skills:

• Experience working with logistics, support, or delivery teams in a technical environment.
• Knowledge of enterprise infrastructure, IT workflow dependencies, or similar environments.
• Ability to manage complex multi-step processes with multiple stakeholders.
• Google Workspace
• Salesforce (preferred)
• Project management tools (Smartsheet, MS Project, Asana, or similar)

Job title: Network Engineer
Work Location: Ultra Lag
Experience: At least 2 years working as a Network Engineer
Education Qualification: High School Diploma or above

Roles and Responsibilities:

• Troubleshoot/Diagnose all Level 2 issues from the customers and driving satisfactory resolution of the issues.
• Troubleshoot Product
• Codes and Configuration issues.
• Ensure On-Time escalation to L3 and Engineering(R&D) teams
• Ensure consistent customer satisfaction.
• Document all communication with customers in the CRM
• Notify/Discuss with L2/TL/Manager on Tickets that require assistance.
• Timely handoff (escalation) of cases that require technical or political to L2/L3 TAC.
• Plan and constantly work on upgrading tech and product expertise.
• Contribute to the knowledge base/ Tech Forum

Required Skills & Desired Skills:

• 2-3 years of experience as a network engineer
• Advanced English level (B2+/C1)
• Proven work stability

Technical skills:

• Bridging and Switching Concepts, LAN Technologies such as TCP/IP Ethernet – CSMA/CD
• STP, RSTP, MSTP, VLAN tagging
• Good Knowledge in Routing concepts, with Good knowledge in Routing Protocols like: RIP, OSPF, IGRP, EIGRP, BGP
• VoIP knowledge SIP, H323 (Good to know)
• Wireshark (Good to know)
• Linux (Good to know)