Senior Technical Support

Important Information

• Location: Costa Rica
• Work Mode: Remote

Job Summary

As a Senior Technical Support (12383), you will be responsible for designing, developing, and maintaining high-quality software solutions. You will collaborate with cross-functional teams to understand business requirements and translate them into scalable and efficient software applications. Your role will involve leading technical projects, mentoring junior engineers, and continuously improving software development practices to ensure the delivery of robust and reliable software systems. 

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 whether they are application, user, training, bug, or enhancement issues. As needed, develop workarounds and communicate with clients.
• Respond to client issues using the defined support process.
• Maintain/document detailed case histories, with clear, actionable steps taken and planned in SalesForce.
• Submit software defects and enhancements per department guidelines to ensure software design changes are appropriately documented.
• To recreate and document, connect with the client’s system over a SecureLink session (or alternative).
• Document and update knowledge base articles viewed by our internal staff and clients.
• Perform application testing before a product release to determine what new features are coming and how they work.
• Serve as a liaison with customers, sales, development, and QA to resolve issues.
• Completes all product training and certification exams.
• Manage and deploy Support’s internal Expert product environments.
• All other duties as assigned.

Qualifications and Skills

• Bachelor’s degree in computer science, software engineering, or a related field. 
• Extensive experience in software development with a focus on designing and building scalable applications. 
• Professional/ Advanced English skills B2+.
• +5 years of experience.
• High-level understanding of how a firm's network can interact with applications, ex. Firewalls, MSDTC, VPNs.
• Can have In-depth discussions regarding setup and environments.
• Knows how to start, stop, and reset Event Server and SQL jobs.
• Knows how applications interact with printers.
• Knows how to do basic and complex API troubleshooting.
• Knows how to grant rights to SSRS reports.
• Knows how all the components of SQL Alerts work.
• Knows how to set and review ping logs.
• General understanding of IIS and verifying services are functional.
• High-level knowledge of load balancers and how they interact with our services.
• Can narrow down long-running queries and blocks.
• Understands web. config files and how to modify them safely.
• SQL performance plan review and index optimization.

Additional Requirements

• Technologies: SQL (Queries, Views, Triggers), IIS, Networks, Firewalls, API Troubleshooting.
• Competencies: Strong technical support and customer services skills. 

About Encora
Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others. 

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