Technical Support Engineer - User Experience

Flores, Heredia
3.000-3.300 USD al mes
Permanente
Tiempo completo

Hace 1 mes

OVERVIEWWe are seeking a skilled Technical Support Engineer to join our technical support team working with our SaaS Client. In this role, you will solve complex technical issues, provide expert guidance, and ensure an exceptional customer experience through various support channels. The ideal candidate combines strong technical aptitude with outstanding communication skills and a drive to help customers succeed.

Duration: 12-month contract with potential for permanent conversion
Location: America Free Zone, San Jose, Costa Rica (the first 3 months of onboarding and training will be fully onsite. After 3 months, hybrid with 2-3 days in office weekly).
Language requirements: English Advanced, Spanish fluent & Portuguese preferred

RESPONSIBILITIESIn this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the client platform and software.A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.Understanding the client platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.QUALIFICATIONS

2+ years customer facing technical support experience
Ability to troubleshoot difficult technical issues with ease and complexity
Ability to read basic Java/JavaScript code
Familiarity with server side scripting, PHP, Perl, Javascript
Personal commitment to quality and customer service
Demonstrated ability to communicate and articulate on the phone and via video calls.
Experience working with external and internal customers
Ability to speak and read English and Spanish (Portuguese are desired, but not required)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.

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