Technical Support Engineer - Heredia, Costa Rica - Encora

Empresa verificada
Heredia, Costa Rica

hace 1 mes

Andrea Rodríguez

Publicado por:

Andrea Rodríguez

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Our company:

Encora is a global Software and Digital Engineering company that helps business overcome the Software Engineering Talent shortage and provides next-gen services and such as Predictive Analysis, Artificial Intelligence & Machine Learning, IoT, Cloud, and Test Automation.

We count with 16 global offices and 25 innovation labs.

Our Software Engineering experts work with leading-edge technology companies to improve their speed to impact.

About the job:

We are looking for a talented and motivated Customer Support Engineer to join our growing Support team - working in a unique and thriving marketplace that simultaneously interacts with both B2B clients (Tesla, Atlassian, Intercom, etc.) and our ever-growing base of freelance Security Researchers.

This role will bridge the gap between the Support function and other groups including Operations, Engineering, and Product Management, and is integral in providing higher technical guidance and solutions across a wide variety of situations.

Essential duties and job responsibilities:

  • Be a primary contact for both internal and external (customer/researcher) technical issues.
  • Become an expert in all things Bugcrowd: identifying solutions, creative solutions and/or workarounds for complex issues and proactively looking for areas of improvement in our product suite, procedures, and the company as a whole.
  • Document repeatable solutions in our Knowledge Base to enable consistent and timely resolutions for L0 (selfservice), L1, and L2 issues.
  • Manage technical ticket escalations: providing coaching and incident management, guiding policy and procedure as necessary to respond to changing requirements.
  • Improve workflows to gain efficiencies through documentation, improved processes, and automation.
  • Work closely with new team members to train them on company policies and best practices for resolving tickets and provide further training.
  • Facilitate crossfunctional meetings and directives as they relate to Bugcrowd Support.
  • Provide detailed documentation for all client interactions while also exhibiting exemplary written and verbal communication skills in both internally and externally facing capacities.


  • Impeccable interpersonal skills and ability to navigate complex situations across teams and individuals.
  • A propensity to anticipate outcomes in a given situation, and provide preemptive solutions to help ensure positive outcomes.
  • Ability to maintain composure and a clear head under duress.
  • Excellent time management and ability to adapt to shifting priorities.
  • Strong crossfunctional project management and the ability to communicate clearly and effectively with internal and external stakeholders both written and verbal communications.
  • Attention to detail and ability to identify creative solutions to changing and complex problems.
  • Good at building strong effective working partnerships and managing conflicts of interest between various parties and stakeholders.
  • Outstanding followthrough on projects highly motivated with a strong sense of urgency and able to be selfsufficient.
  • Ability to make informed judgment calls onthefly when the situation requires it.
  • Familiarity with and capability of using commandline tools and utilities (Bash, SSH, grep, etc).
  • Data Manipulation experience.
  • Strong handson integration experience (JIRA, SAML, API, SSO, 2FA) with the ability to walk nontechnical customers through proper setup of integration configuration.
  • Ability to explain common security vulnerabilities.
  • Experience with SQL, Service Now, HTML.
  • Have a rough frame of reference for how a researcher (or security professional) would typically go through attacking a given target, meaning that you're aware of common attack vectors and methodologies in testing.
  • Able to work in a crossdepartmental capacity that can serve as a clear source of guidance for a wide range of security and bug bountyrelated questions.

Nice to have:

  • Ability to fluently explain common security vulnerabilities.
  • Experience creating firewall rules.

Why you will love working with us:

  • Work from Home/ Work from Anywhere and available workplace office space if preferred
  • Private medical, dental and life insurance
  • Additional vacations per work anniversaries
  • Birthday day off
  • 3 sick leaves paid per year
  • Certification Reimbursement
  • Substantial referral bonuses
  • Welcome bonus
  • Employee Solidarity Association
  • Mental Health days off
  • A valuebased culture where opportunities to learn are endless

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