80 Ofertas de Client Support en Costa Rica

Description
The Amazon Marketplace Paid Services (SAS) organization is seeking a Team Lead of Strategic Account Managers to drive business growth for some of the most influential Sellers on the Amazon Mexico Store.
As Team Lead of Account Managers for Strategic Accounts, you will shape the future of the organization and ensure Seller satisfaction at scale through delivering strategic insights and relentlessly high operational standards. In this role, you and your team, based in SJO, Costa Rica will build strategic joint business plans with your portfolio of Sellers of the MX Marketplace and explore innovative ways to identify and execute opportunities for new selection, fulfillment, traffic and conversion drivers and operational improvement. Our Account Managers for Strategic Accounts drive Seller business growth by providing customized insights and recommendations, training on relevant tools, products and Amazon services; and delivering a positive experience with our programs. They are agile, inventive advocates for their Sellers' experiences on the Amazon Store. They use root cause analysis and problem-solving skills to address Seller concerns and areas for opportunity. If you are interested in how we are changing the way Mexican companies sell, we are interested in you.
Key job responsibilities
- Lead and manage a high performing Account Management team while managing a reduced portfolio of Strategic Sellers yourself
- Develop a clear understanding of the Selling on Amazon products and their functionalities, the e-commerce industry and competitive environment.
- Implement and track metrics to record the success of your team, Seller Experience, growth and long term retention in the program. Use these metrics to guide your work and uncover hidden areas of opportunity.
- Analyze data and trends to identify, action and influence long term in order to maximize potential for the portfolio of Sellers managed in your team.
- Lead business strategy development and design long term account plans, collaborating effectively with internal teams and Sellers to find joint areas of opportunity to drive Seller Experience with Amazon.
- Build effective working relationships with the Sellers that your team manages; be a trusted advisor for escalations, retention plans and a business advocate.
- Oversee key strategic activities that are underway for the Seller, follow up, escalate and clear blockers as appropriate across multiple organizations. Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization and deliver value across a larger customer set
- Prepare and deliver business reviews regarding progress and state of health of your Sellers.
About the team
- The team
The SAS Team in Mexico is a high performing team driving ultra fast growth for strategic, tier 1 Selling Partners of the MX Marketplace. We are true owners of the business and drive best in class Seller Experience that impacts the entire Marketplace and its programs. We set new benchmarks, use the Voice of AMPS Sellers to unblock opportunities not only for our Sellers, but for the entire Seller audience in Mexico and uplift SMBs in Mexico.
- Inclusive team culture
At Amazon, we embrace our differences, and we are committed to furthering our culture of inclusion. We host ongoing learning experiences. Amazon's culture of inclusion is reinforced within our Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
- Work-Life Balance
We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
- Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we're building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional.
Basic Qualifications
- Bachelor's degree in Business Administration, Economics, Marketing, Engineering or from related subjects (or certificate of completion of studies)
- Fluent English and Spanish written and verbal skills
- 5+ years of experience in roles such as Account Management, Sales, Consulting, Retail Buyer, In-stock planner, Finance/Analyst roles, Marketing/Merchandising roles, Program or Project Management roles
- Experience building relationships with external stakeholders, identifying business opportunities for clients and increasing adoption and utilization of company products
- Comfortable using data analysis, reporting and forecasting to guide business decisions and solve problems
- At least 2 years of managing external client facing Sales/Account Management teams
Preferred Qualifications
- Experience in selling nascent products/services to external stakeholders
- Experience in E-Commerce, Online Advertising, Retail Technology, Consulting or Start-Ups
- Excellent communication and presentation skills
- History of exceeding targets in a performance-driven organization using a consultative, solutions-focused approach
- Understand the retail math and formulas for the purpose of making business decisions.
- Track record of building business plans with a demonstrated ability to navigate ambiguous situations while effectively managing multiple projects and priorities across teams
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Description
The objective of an Existing Seller Management (ESM) Account Manager is to engage with existing Selling Partners (SPs) from a selected Lead Pool within the MX Marketplace (771770). This role focuses on supporting SPs in adopting and re-adopting key Amazon Marketplace Programs, such as Fulfilled by Amazon, External Fulfillment, Advertising, Brand Tools, Promotions, Inventory Health Management, and Selection Recruitment. The goal is to enhance the Seller Experience (SX) for the SPs engaged and to improve Customer Experience (CX) through better selection offerings, quality, and lead times.
ESM representatives are evaluated based on the following criteria: (1) the number of engagements conducted throughout the year from the selected Lead Pool; (2) the conversion percentage of SPs adopting or re-adopting Amazon Marketplace Programs; and (3) the quality score derived from SP feedback on the support provided.
The ideal candidate for this position is motivated, adaptable, and possesses strong time and project management skills. They should be technically proficient and analytical. Excellent troubleshooting, problem-solving, and communication abilities are essential, as well as teamwork skills. At the core of this role is a high attention to detail and a commitment to delivering high-quality results on time.
Key job responsibilities
Develop a clear understanding of Selling on Amazon products, their functionalities, and the e-commerce industry, including its competitive environment.
Analyze data and trends to identify actions that will influence and maximize the long-term potential of your portfolio of Selling Partners.
Collaborate effectively with internal teams and your Sellers to enhance the potential of Selling Partners.
Build strong working relationships with your Sellers, becoming a trusted advisor and ensuring the best experience in their development.
Oversee key strategic activities for the Sellers, following up, escalating, and resolving any blockers as necessary across multiple organizations. Act as the voice of the customer internally, using data and anecdotes to drive prioritization and deliver value to a broader customer base.
Track metrics to measure the success of the Sellers in your portfolio. Utilize these metrics to guide your efforts and uncover hidden areas of opportunity.
Basic Qualifications
- 2+ years of professional or military experience
- 2+ years of generating new opportunities with strong focus on pipeline tracking and deal execution through entire sales cycle experience
- 2+ years of exceeding quota and key performance metrics experience
- Bachelor's degree
- Experience with business development, partnership management, or sourcing new business
Preferred Qualifications
- Experience and record of success in an outbound account management or prospecting role in B2B environments, preferably in a solution/technology-related environment
- Experience using Salesforce.com at an advanced level including the development of dashboards and reports, programing experience
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Our team of Embedded Escalation Engineers (EEE) play a pivotal role in resolving the most critical and technically complex customer challenges. Using advanced diagnostic techniques-including trace and source code analysis, debugging tools, and reverse engineering-we drive resolution and deepen product understanding. EEEs foster strong collaboration across support and engineering teams, navigating high-impact scenarios with clarity and empathy to restore trust and deliver lasting solutions.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer/EEE, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency. In this role, you will also drive support improvement programs to enable our Tier-1 support team to achieve more. This spans from identifying and following up on improvements within the Product, the Support Process as well as creating (low-code) tools for your team and your Tier-1 support teams. All of it while leveraging AI as your Copilot to achieve more.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
**Response and Resolution:**
+ Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
+ Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
+ Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
+ Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
**Readiness:**
+ Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). develops expert level competence on support topics.
**Product/Process Improvement:**
+ Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
+ Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.
+ Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
+ Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
+ Translates feedback and creates processes and workflows for case resolution.
**Business Integration:**
+ Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.
**Other:**
+ Embody our culture and values
**Qualifications**
**Required Qualifications:**
+ Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
+ OR 5+ years of technical support, technical consulting experience, or information technology experience.
+ English Language: fluent in reading, writing and speaking.
**Additional or Preferred Qualifications:**
+ Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role
+ Demonstrable experience in analyzing and solving complex customer issues in a cloud-based environment. Topics like Network Trace, Fiddler, HTTP-Statuscodes, Request-/Response-Headers, JSON, Kusto sound familiar to you
+ Demonstrable experience with either SQL or KQL
+ Demonstrable experience in complex problem solving which involves coordination and communication between multiple stakeholders, including Tier 1-support, customer-facing delivery roles, Product Managers, Engineering
+ Knowledge of cost management and billing systems - Understanding of usage data, billing APIs, and reporting tools such as Power BI is beneficial
+ Experience in Power Platform, for example Power Automate Flows, Canvas Apps, Copilot Studio
+ Experience using Azure Low Code techniques, for example Logic Apps
+ 2+ years of Development experience in Engineering roles using C# and .NET on Microsoft Azure, including experience in a customer facing or customer technical support role (optional but beneficial)
#CES #CSS #AppsInfra #AzureCore
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

**Introduction**
A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
**Your role and responsibilities**
The Technical Support engineer:
· Provides technical support assistance to customers using problem determination/problem source identification skills.
· Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
· Communicates action plans to the customer or IBM representative as appropriate.
· Recommends and implements new or improvements to existing technical support tools, procedures, and processes.
· May provide training for and mentor others on the team.
· Contributes to department attainment of organizational objectives and high customer satisfaction.
· Documents problem solutions within the company knowledge base.
· Writes and provides the customer with samples of test code.
· Manages requests' priorities on a daily basis.
Your responsibilities
Provide technical support assistance to customers using problem determination/problem source identification skills.
Communicate action plans to the customer or IBM representative as appropriate.
Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.
Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills.
Recommend and implement new or improvements to existing technical support tools, procedures and processes.
Contribute to department attainment of organizational objectives and high customer satisfaction.
Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
May provide training for and mentorship for others on the team.
Demonstrate excellent verbal and written communication skills.
**Required technical and professional expertise**
Bachelor's Degree
Basic knowledge in Operating system administration (Windows, Linux)
Basic knowledge in database administration (DB2, Oracle, MS SQL)
English: Fluent in speaking and writing
Analytical thinking, structured problem-solving techniques
Strong positive customer service attitude with sensitivity to client satisfaction.
Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.
Strong analytical and troubleshooting skills, including problem recreation, analyzing logs and traces, debugging complex issues to determine a course of action and recommend solutions.
**Preferred technical and professional experience**
Master's Degree in Information Technology
Basic knowledge of process/data mining
Basic knowledge of LDAP
Basic knowledge of AI technologies
Basic knowledge of IBM's Digital Business Automation Product Family
Knowledge with Apache Flink and Kafka
Knowledge with Elastic Search
Knowledge with Containerization and Kubernetes
Knowledge with OpenShift
Knowledge with scripting (including Python, JavaScript)
Knowledge with products of IBM's Digital Business Automation Product Family
Knowledge with Process/Data Mining
Knowledge with Containerization
Knowledge with Kibana
Knowledge with Elastic Search
Fluent in speaking and writing in English and additional language(s)
At least 1 year experience in Technical Support
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

**Job Description:**
Join our Team! DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others. We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica!
Who is DEXIS and why should you join the team?
We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.
We Also Offer
+ Competitive Pay and Bonuses.
+ Vacation, Sick leave, and Paid Holidays.
+ Employee Referral Program
+ Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave
+ Medical, Dental, and Vision Insurance Benefits
+ Community involvement opportunities & employee appreciation events.
+ State of the art, climate-controlled facility.
Where are we?
UltraPark I, La Aurora, Heredia.
POSITION SUMMARY
The primary function of this position is to support independent accounts and perform complex technical duties related to all DEXIS products, by answering customer questions or resolving issues in a support center environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Investigate, analyze, and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software.
· Take ownership of the customer issue to resolution.
· Document session notes and complaints in appropriate systems.
· Provide fast responses and always maintain an elevated level of professionalism.
· Support multiple products.
· Document session notes and complaints in appropriate systems.
· Perform other duties or special projects as assigned.
· Must consistently deliver results and meet KPI's, Metrics and Quality standards.
**Job Requirements:**
QUALIFICATIONS:
This position is for a contact center environment that will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working standard departmental support hours (8am - 6pm EST Mon-Fri), hybrid model, holidays and overtime, as dictated by business needs.
MINIMUM REQUIREMENTS
· High school diploma or equivalent
· Experience in troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical-related field.
· Experience in troubleshooting network environments IE. TCP/IP, LAN, DNS, Client/Server configuration, user permissions.
· Experience supporting Microsoft Windows versions & Microsoft Server
· Basic Understanding of MS SQL.
PREFERRED REQUIRMENTS
· CompTIA A+ certification, CompTIA Net+ certification, MCSA Windows certification
· Knowledge of dental X-ray software and equipment
· Experience troubleshooting with the MAC Parallel environment
· Basic knowledge of virtual computing concepts
· Basic Knowledge of HIPAA
RELATIONSHIPS:
Internal relationships:
· Reports to the Technical Support Supervisor
· Frequently interacts with all functional departments
External Relationships:
· Frequently interacts with customers and partner dealers
PERSONAL TRAIT PROFILE:
· Strong customer focus
· Self-starter, fast learner and excited about technology
· Self- Sufficient
· Strong problem solver
· Results driven
· Detail oriented
· Patience and flexibility
· Team orientation (knows when to lead and when to follow)
· Lives the "continuous improvement" philosophy and can drive change successfully
· Logical and creative thinker
· Poised and confident
· Work well under extreme pressure
· Ability to influence others - credible
**Operating Company:**
DEXIS
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.
Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit .

**Introduction**
A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
**Your role and responsibilities**
As a Technical Support Engineer for IBM watsonx.data, you'll play a key role in helping enterprise clients troubleshoot and optimize their use of IBM's AI-ready data lakehouse platform. You'll collaborate with senior engineers to ensure smooth deployment, performance, and reliability across hybrid cloud environments.
We're seeking a proactive individual with a keen interest in AI, data engineering, cloud technologies, and enterprise systems-someone eager to learn and grow in a dynamic technical environment.
Your responsibilities:
Provide technical support assistance to customers using problem determination/problem source identification skills.
Communicate action plans to the customer or IBM representative as appropriate.
Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.
Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces).
Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills.
Recommend and implement new or improvements to existing technical support tools, procedures and processes.
Demonstrate proficiency in the products supported by maintaining applicable technical certifications.
Demonstrate excellent verbal and written communication skills.
**Required technical and professional expertise**
'-Highschool diploma
-Understanding of Linux command line and system administration
-Basic knowledge in database administration (Db2, Oracle, MS SQL)
-Familiarity with SQL and data querying concepts
-Awareness of containerization (Podman/Docker, Kubernetes, IBM RedHat Openshift)
-Exposure to cloud platforms (IBM Cloud, AWS, Azure)
-English: Fluent in speaking and writing
-Analytical thinking, structured problem-solving techniques
-Strong positive customer service attitude with sensitivity to client satisfaction.
-Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment.
-Strong analytical and troubleshooting skills, including problem recreation, analysing logs and traces, debugging complex issues to determine a course of action and recommend solutions.
-1 to 3 years experience in Technical Support.
**Preferred technical and professional experience**
'-Basic knowledge of process/data mining
-Basic knowledge of LDAP
-Basic knowledge of AI technologies
-Basic knowledge of IBM's Digital Business Automation Product Family
-Knowledge with Apache Flink and Kafka
-Knowledge with Containerization and Kubernetes
-Knowledge with OpenShift
-Knowledge with scripting (including Python, JavaScript)
-Knowledge with products of IBM's Digital Business Automation Product Family
-Knowledge with Process/Data Mining
-Knowledge with Containerization
-Any relevant cloud, data, or Linux certifications are a plus
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Technical Support Representatives partner with customers to ensure their success through broad-based technical support of NI Products. Respond to technical needs to help maintain or accelerate our customers' development schedule, building customer dedication and gaining a reputation as trusted technical partners.
**In this role, your responsibilities will be**
+ Handle inbound technical support requests (Phone, Email, Web).
+ Validates customer entitlements and approves exceptions for unentitled customers.
+ Dispatch out-of-TSR scope technical issues to the appropriate support group. 
+ Create and manage customer data records within our applications to ensure proper data integrity. 
+ Resolves customers' single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues.
+ Escalate technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
+ Learns and adopt Knowledge-Centered Service (KCS) methodology. 
+ Enables customers to self-serve by crafting and editing Knowledge based articles.
**Who you are:**
+ You actively listen and check for understanding. You build and deliver solutions that meet customer expectations. You scan the environment for new technical skills, knowledge, or capabilities that can benefit business or personal performance.
**For this role, you will need:**
+ Technician-level education in engineering or a science-related field, such as IT, electronic engineering, automotive, manufacturing support, or other.
+ Alternatively, currently pursuing a bachelor's degree in an engineering or science-related field OR having 1+ year of experience working in a Technical Support position. 
+ Intermediate or advanced English level, oral and written.
**Preferred qualifications that set you a part:**
+ Communication - Conveying information and ideas clearly and concisely to individuals.
+ Problem Solver -Responds quickly to resolve customer problems; integrates information from disparate sources to identify underlying causes and find creative solutions; keeps customers informed and provides feedback on actions taken.
+ Technical - Familiar with electronic circuit design concepts and basic electronic instrumentation. Understanding of essential networking principles and equipment. Basic knowledge of programming languages. Strong understanding of technical elements required to solve low-complexity issues. Basic understanding of core products to solve mid-complexity issues with the help of others.
+ Assimilates Information quickly - Readily absorbs and comprehends new information from formal and informal learning experiences; quickly sizes up new situations or information and isolates the most important elements. 
+ Collaborative - Team oriented with the ability to effectively collaborate with peers. Leverages others' skills and gains their support by asking for their ideas, opinions, and participation when solving problems, making decisions, and carrying out plans. 
+ Customer Focus - Uses understanding of customer needs and the organization's customer service practices to set priorities, make decisions, and take actions that build customer satisfaction.
**Our Culture & Commitment to You:**
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives-because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results. 
We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, vacation and holiday leave.
**WHY EMERSON**
**Our Commitment to Our People**
At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.
We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world's most complex problems - for our customers, our communities, and the planet. You'll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.
At Emerson, you'll see firsthand that our people are at the center of everything we do. So, let's go. Let's think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let's go, together.
**Accessibility Assistance or Accommodation**
If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: .
**ABOUT EMERSON**
Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.
With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you're an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you'll find your chance to make a difference with Emerson. Join our team - let's go!
**No calls or agencies please.**
**Requisition ID** : 25023410
Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

**Introduction**
A career in IBM Software means you'll be part of a team that transforms our customers' challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
**Your role and responsibilities**
As a Hybrid Cloud Support Engineer, you will utilize your passion for helping others to ensure that our Users and Enterprises are successful in their use of DataStax products and solutions. This is a continuous learning and teaching role where you will develop and share your knowledge of troubleshooting, configuration, and exciting new technologies, inclusive of and complementary to Apache Cassandra, DataStax Enterprise, and Astra.
What will you do:
● Research, reproduce, troubleshoot, and solve highly challenging technical issues
● Provide thoughtful direction and support for technical inquiries
● Ensure that customer issues are resolved as expediently as possible
● Diagnose and reproduce customer-reported issues and log JIRA tickets
● Participate in on-call rotation for after-hours, holiday, and weekend support coverage
● Create code samples, tutorials, and articles for the DataStax Knowledge Base
● Collaborate and contribute to the Support Team infrastructure tools and processes
● Fulfill the on-call rotation requirements of this role
**Required technical and professional expertise**
● 4-6 years of experience supporting large enterprise customers in a customer-facing support role
● Experience with supporting a Software as a Service Cloud product
● Experience with Grafana, Prometheus, Splunk, Datadog, and other monitoring solutions
● Experience supporting Kubernetes-based distributed applications, or an understanding of Kubernetes fundamentals
● Experience with pub-sub, messaging, and streaming solutions like Pulsar, Kafka
● Experience using APIs and understanding the app development lifecycle with a language or framework based on Java, Python, or Go would be preferred
● Experience/certifications with AWS/GCP/Azure deployments and associated cloud-based monitoring tools would be preferred
● Experience with Linux operating systems, including command line, performance, and network troubleshooting
● Excellent verbal and written communication skills
● Lifetime learner, self-motivated with the ability to multitask during high-pressure situations
● Proficiency in English
**Preferred technical and professional experience**
● Supporting Apache Cassandra environments or other relational and/or alternative database technologies is a plus
● Understanding of Java, Python, Go and/or another language (Troubleshooting skills)
● Experience with escalation management and customer success or premium support
● Experience working in a fast-moving, high-pressure environment
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

**Introduction**
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? Let's talk.
We are seeking a skilled and experienced Software Support Engineer to work on the bleeding edge Cloud products. This customer-facing role requires excellent communication and presentation skills, as well as a strong background in coaching, training, and troubleshooting during customer interactions.
**Your role and responsibilities**
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Work closely with clients from fortune 500 companies as a leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance
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Review diagnostic information to assist in the isolation of a problem cause (which includes interpreting traces and dumps)
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Synergistically work with Development Engineers for knowledge transfer and code improvement
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Partner with other support teams and service units to provide seamless problem resolution that leads to delightful client perceptions
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Demonstrate proficiency in the products supported by maintaining applicable technical certifications
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Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction
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Demonstrate excellent oral and written communication skills
**Required technical and professional expertise**
* Highly motivated and have a passion for creating and supporting great products.
* Understanding of application issue troubleshooting and diagnostic analysis
* Great at solving problems, troubleshooting, and implementing solutions to complex technical issues.
* Passion for learning new skills quickly and use the skills efficiently.
* Basic understanding of software development and programming languages.
* Basic knowledge in Enterprise Java application configurations and support
* Basic knowledge of container based application configuration and support (Openshift, Docker, Kubernetes)
* Basic understanding of database configurations and support (SQL, DB2)
* Basic understanding of Web Application Server (WAS, Weblogic) configuration mechanisms
* Thrive on collaboration, working side by side with people of all backgrounds and
disciplines, and you have very strong verbal and written communication skills.
**Preferred technical and professional experience**
* Elevated knowledge in IBM Enterprise Content Management Java application configurations and support (ICN, Filenet)
* Elevated knowledge of container based application configuration and support (Docker, Kubernetes, Openshift)
* Elevated understanding of database configurations and support (SQL, DB2)
* Elevated understanding of Web Application Server (WAS, Weblogic) configuration mechanisms
* Elevated understanding of application issue troubleshooting and diagnostic analysis
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.