Posted Date : 29th Sep, 2025
Job Category :
Costa Rica
Posted 4 weeks ago
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)
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| Job Level | 1- 5 Years |