Join Our Team

Job title: Customer Success Manager
Location: Heredia, Costa Rica
Experience: Minimum 1-year relevant work experience in Sales, Pre-Sales, Account Management, Customer Success, Customer Support, Consulting, or similar roles
Education Qualification: Bachelor’s degree or equivalent combination of education and experience
Work mode: Hybrid

Summary

• This role supports efficient solution adoption and accelerates customer business value by acting as a trusted advisor.
• You will work closely with partners and mid-to-large enterprise customers to ensure customer satisfaction, value realization, retention, and expansion of the customer solution.

Roles and Responsibilities

• Validate, verify, and research activation and renewal opportunities (orders) using internal tools and systems.
• Review and maintain assigned order backlog in good standing.
• Reach out to end customers within 30 days of activation opportunity creation via phone, email, and/or web meetings.
• Conduct outreach 120/90/60/30 days prior to renewal opportunity expiration.
• Host on-demand web meetings to walk customers through activation and renewal procedures.
• Administer and update Customer Success tools as required.

Required Skills

• Minimum 1 year of relevant experience in Sales, Pre-Sales, Account Management, Customer Success, Customer Support, Consulting, or related roles.
• Bachelor’s degree or equivalent education and experience.
• Fluent in English, both written and verbal.
• Proven ability to manage customer escalations, balance expectations, and negotiate resolutions.
• Strong focus on driving and tracking consistent customer engagement.

Desired Skills

• Experience with SaaS solutions or enterprise software companies is highly desirable.
• Experience with Customer Success Management (CSM) platforms such as Gainsight, Totango, Strike deck, or similar.

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: Inbound Sales and Service Associate
Location: UltraLag, Lagunilla, Heredia
Experience: +1 year of experience in a call center environment.
Education Qualification: High School Diploma
No of openings: 100

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

Location: Outbound Sales Account Executive
Work Location: Ultrapark I, La Aurora, Heredia
Experience: 1-3 Years, Outbound sales
Education Qualification:  Any Degree
No of Openings: 20

Roles and Responsibilities:

• The Outbound Account Executive will bring the local and regional small and mid-size restaurant merchants onto project’s  platform to increase the overall selection in the U.S. market for our customers.
• You’ll be focused on leading the sales cycle, discovering needs and decision drivers, communicating value for the restaurant and closing partnerships with prospective merchants, while promoting and representing the DoorDash brand in a positive and professional manner.
• This is an acquisition, cold calling role, utilizing a targeted lead list provided to the AE.
• Help transform the way restaurants monetize through our on-demand delivery service
• Create a great first impression with merchants and build a pipeline of qualifi ed leads
• Lead the full sales cycle while closing transactions to attain new business from small to mid-size merchants
• Master email marketing automation tools to creatively engage prospects
• You enjoy the hustle required, making a high volume of calls daily, to help merchants grow their businesses
• Be a key part of our core DoorDash business, gaining crucial insight with a path to grow into a variety of other roles within the company

Required Skills & Desired Skills

• Proficiency in English Level >B2+ 
• Active listening
• Creative, persistent, and passionate about sales
• Salen mindset
• Critical thinking
• Speed to solution