- Handle planned/unplanned system & application Health checks to ensure smooth and seamless functioning of the product/.
- Be flexible to work in staggered shifts including one of the weekends ( either a Saturday or Sunday)
- Provide guidance, training and assistance to team members for dealing with internal and external escalations.
- Identify patterns of recurring issues and work towards reducing the recurrence by fixing it on the product side or monitoring side.
- Keeping tab of issues that are being escalated to the next level and work towards documenting SOPs that will help the team deal with those issues internally.
- Ensure deployment of updated monitoring scripts for all systems.
- Develop broad expertise for multiple assigned products to maximize first contact resolution.
- Focus on delivery of quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.
- Log and track cases maintaining detailed documentation of all interactions and statuses throughout the lifecycle of issue.
- Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher. May include KCS Coach role.
- Advocate for product, policy and process improvements that improve the customer experience.
- Collaborate closely with cross-functional teams to resolve issues and fulfil customer needs.
- Other duties as assigned
- Passion for helping customers succeed.
- Excellent verbal, written and interpersonal communication skills.
- Strong diagnosis and problem-solving abilities.
- Good knowledge on Linux, databases, networking and application support
- Time management and critical thinking skills.
- Proficient in using CRM business systems, Microsoft business applications and related support platforms.
- Bachelor's or master's degree in Computer Science, Information Systems, or equivalent.
- 1+ years of experience in a customer-facing role About our culture Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world's leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
-
Developer Support Engineer
hace 20 horas
Foundever Heredia, Costa Rica**About Us** · Deliver a competitive advantage for your brand with deeper customer connections in the moments that matter. · **Job Summary** · **Objective** · **Primary Job Responsibilities** · **Requirements**: · - **English Speaker. Fluent in verbal and written English. High Pr ...
-
Platform Support Engineer
hace 20 horas
360training Heredia, Costa Rica**Platform Support Engineer** · As our Platform Support Engineer, you are not just joining a team; you are embarking on a journey where your curiosity and passion for technology will be ignited daily. You will have the unique opportunity to dissect and interact with a multitude o ...
-
Tech Support Engineer
hace 20 horas
Cognizant Technology Solutions Heredia, Costa Rica**We're hiring** · At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant w ...
-
Senior Technical Support Engineer
hace 20 horas
ServiceNow San Francisco, Costa Rica**Company Description** · At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of ...
-
Technical Support Engineer
hace 20 horas
Microsoft San José, Costa RicaWith over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us no ...
-
Technical Support Engineer
hace 20 horas
Microsoft San José, Costa RicaWith over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us no ...
-
Technical Support Engineering
hace 20 horas
Microsoft Corporation San José, Costa RicaDo you want to empower every person and every organization on the planet to achieve more? · - Do you want to work in an open and inclusive environment where diverse perspectives are celebrated? · - If you love talking to and learning from customers and are excited about working w ...
-
Business Apps Support Engineer
hace 20 horas
VS-Staffing San José, Costa Rica**Job Description - Business Apps Support Engineer (SIEM Resident SME)** · **Title**: · Business Apps Support Engineer (SIEM Resident SME) · **Location**: · Remote, based in Costa Rica · **Job Overview**: · **Key responsibilities include**: · - Performance tuning and optimization ...
-
Business Apps Support Engineer
hace 20 horas
VS-Staffing San José, Costa Rica**Job Description - Business Apps Support Engineer (Atlassian Resident SME)** · **Title**: · Business Apps Support Engineer (Atlassian Resident SME) · **Location**: · Remote, based in Costa Rica · **Job Overview**: · **Key responsibilities include**: · - Collaborate with IT and b ...
-
Technical Support Engineering Ic3
hace 20 horas
Microsoft San José, Costa RicaWith over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us no ...
-
Sr. Technical Support Engineer, Focused Services
hace 20 horas
Palo Alto Networks San José, Costa RicaCompany Description · **Our Mission** · At Palo Alto Networks everything starts and ends with our mission: · Being the cybersecurity partner of choice, protecting our digital way of life. · We have the vision of a world where each day is safer and more secure than the one before. ...
-
Developer Support Engineer
hace 1 semana
Foundever Heredia, Costa Rica Paid WorkDeveloper Support Engineer · Req ID#: 384078 · Heredia, Costa Rica, No Selection, CR · Job Description: · About Us · Deliver a competitive advantage for your brand with deeper customer connections in the moments that matter. · Job Summary · Objective · The Developer Support Engin ...
-
Developer Support Engineer
hace 7 horas
Foundever Heredia, Costa RicaDeveloper Support Engineer · Req ID#: Heredia, Costa Rica, No Selection, CR · Job Description: About Us · Deliver a competitive advantage for your brand with deeper customer connections in the moments that matter. · Job Summary · Objective · The Developer Support Engineer will ...
-
Technical Support Engineer
hace 7 horas
NI Heredia, Costa Rica De jornada completaOur mission is to equip engineers and scientists with systems that accelerate productivity, innovation, and discovery. · Are you excited by helping fellow engineers and scientists solve tomorrow's grand challenges? Do you live for that "aha" moment when solving a complex technic ...
-
Developer Support Engineer
hace 15 horas
Sitel Heredia, Costa RicaAbout Us · Deliver a competitive advantage for your brand with deeper customer connections in the moments that matter. · Job Summary · Objective · The Developer Support Engineer will handle the most complex technical integrations in customer support and act as a subject matter ex ...
-
Technical Support Engineer
hace 6 días
ServiceNow Heredia, Costa Rica De jornada completaCompany Description · At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ...
-
Systems Support Engineer
hace 1 semana
Moody's Heredia, Costa RicaMoody's is a developmental culture where we value candidates who are willing to grow. So, if you are excited about this opportunity but don't meet every single requirement, please apply You may be a perfect fit for this role or other open roles. · Moody's is a global integrated r ...
-
Application Support Engineer I
hace 20 horas
Smarsh Heredia, Costa Rica De jornada completaWho are we? Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 0 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in + commu ...
-
Senior Technical Support Engineer
hace 7 horas
TIBCO San Francisco, Costa RicaJob Description SummaryDo you thrive in a startup vibe? Were you built for a small, nimble, and dynamic team that's ready to win? If you answered yes, we want to talk to you We are now going back to our roots as a standalone business unit to focus on our SaaS business—an area whe ...
-
Engineer Ii, Quality
hace 20 horas
Boston Scientific Corporation Heredia, Costa Rica**Engineer II, Quality**: · - Remote Eligible: Onsite- Onsite Location(s): Heredia, H, CR**Additional Locations**: N/A · **Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance** · At Boston Scientific, we'll give you the opportunity to harnes ...
Application Support Engineer I - Heredia, Costa Rica - Smarsh
hace 20 horas
Descripción
Who are we? Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 0 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in + communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 0 list of fastest-growing American companies since 8.The Application Support Engineer I - Event Management p roactively monitors, validates and troubleshoots internally raised system and application related issues through the inbuilt monitoring platform. This person will adhere to SLAs for support coverage to ensure initial response and timely resolution for customer issues via phone and/or E-mail.What will you do?
What will you bring?
