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    Technical Support Engineer - Heredia, Costa Rica - Encora Inc.

    Encora Inc.
    Encora Inc. Heredia, Costa Rica

    hace 1 mes

    Encora Inc. background
    Descripción

    Important Information

    Experience: + 5 years

    Job Mode: Full-time

    Work Mode: Work from home

    Job Summary

    As a Senior Technical Support , you will be part of a highly skilled technology team by support patching, upgrades, setup & configuration, refining SQL, queries, Stored Procedures, SQL DBA tasks & Network admin tasks.

    Responsibilities and Duties

  • Serve as the point of contact (via email, web based or phone) and take ownership of client issues.Research, analyze and troubleshoot problems to determine if the problem is application, user, training, bug or enhancement issue. As needed, develop workarounds and communication to clients.Respond to client issues in accordance to the defined support process. Maintain/document detailed case histories, with clear actionable steps taken and planned in SalesForce. Submit software defects and enhancements as per department guidelines to ensure software design changes are properly documented.Connect with the client's system over a SecureLink session (or alternative) to recreate and document.Document and update knowledge base articles that are viewed by our internal staff and clients.Prior to a product release, perform application testing to know what new features are coming and how they work. Serve as a liaison with customers, sales, development, and QA to resolve issues.Successfully completes all product training and certification exams.Manage and deploy Support's internal Expert product environmentsAll other duties as assigned.
  • Tech Tools:

  • Security
  • APIs
  • Alerts
  • Printer Setup
  • Email Setup
  • SSRS Security
  • MSI Installation
  • SQL Server
  • Windows Servers and Workstations
  • Service Errors/Failures
  • Qualifications and Skills

  • High level understanding of how firm's network can interact with applications ex. Firewalls, MSDTC, VPNs
  • Experience with software products setup and their environments
  • Experience on how to start, stop, and reset Event Server and SQL jobs
  • Experience working with the interactions between applications and printers
  • Experience doing basic and complex API troubleshooting
  • Experience granting rights to SSRS reports
  • Experience with SQL Alerts
  • Experience doing setup and review ping logs
  • Familiar with the installation/update process for software products
  • General understanding of IIS and verifying services are functional
  • High level understanding of load balancers and how they interact with our services
  • Can narrow down long running queries and blocks
  • Understands files and how to safely modify them
  • SQL performance plan review and index optimization
  • Advanced English Level (B2+ as minimum)
  • About Encora Encora is the preferred digital engineering and modernization partner of some of the world's leading

    enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora's technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.

    At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.



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