35 Ofertas de Personal It en Costa Rica
Technical Support Engineering
San Jose, Heredia
Microsoft Corporation
Publicado hace 4 días
Trabajo visto
Descripción Del Trabajo
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 ( .
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 ( .
Lo sentimos, este trabajo no está disponible en su región
0
Technical Support Professional
Heredia, Heredia
IBM
Publicado hace 4 días
Trabajo visto
Descripción Del Trabajo
**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.
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.
Lo sentimos, este trabajo no está disponible en su región
1
Technical Support Representative
San Jose, Heredia
Envista Holdings Corporation
Publicado hace 5 días
Trabajo visto
Descripción Del Trabajo
**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 .
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 .
Lo sentimos, este trabajo no está disponible en su región
2
Technical Support Engineer
Heredia, Heredia
IBM
Publicado hace 5 días
Trabajo visto
Descripción Del Trabajo
**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.
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.
Lo sentimos, este trabajo no está disponible en su región
3
Technical Support Engineer
Heredia, Heredia
IBM
Publicado hace 6 días
Trabajo visto
Descripción Del Trabajo
**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.
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.
Lo sentimos, este trabajo no está disponible en su región
4
Technical Support Professional
Heredia, Heredia
IBM
Publicado hace 11 días
Trabajo visto
Descripción Del Trabajo
**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**
*
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
*
Review diagnostic information to assist in the isolation of a problem cause (which includes interpreting traces and dumps)
*
Synergistically work with Development Engineers for knowledge transfer and code improvement
*
Partner with other support teams and service units to provide seamless problem resolution that leads to delightful client perceptions
*
Demonstrate proficiency in the products supported by maintaining applicable technical certifications
*
Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction
*
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.
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**
*
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
*
Review diagnostic information to assist in the isolation of a problem cause (which includes interpreting traces and dumps)
*
Synergistically work with Development Engineers for knowledge transfer and code improvement
*
Partner with other support teams and service units to provide seamless problem resolution that leads to delightful client perceptions
*
Demonstrate proficiency in the products supported by maintaining applicable technical certifications
*
Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction
*
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.
Lo sentimos, este trabajo no está disponible en su región
5
Technical Support Professional
Heredia, Heredia
IBM
Publicado hace 18 días
Trabajo visto
Descripción Del Trabajo
**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 Professional, you will gain experience in a customer-facing capacity. This role necessitates exceptional customer relationship management skills along with a solid technical grasp of the product/s they will support.
The Technical Support Professional is expected to adeptly manage conflicting priorities, thrive under pressure, and autonomously navigate tasks with minimal active guidance. The successful applicant should possess a comprehensive understanding of IBM support, development, and service processes and deliveries. Knowledge of other IBM business procedures and professional training in mediation or conflict resolution will be taught.
Your primary responsibilities include:
· Direct Problem-Solving Experience: Previous experience in addressing client issues is valuable, along with a demonstrated ability to effectively resolve problems.
· Strong Communication Skills: Ability to communicate clearly with both internal and external clients through spoken and written channels.
· Business Networking Experience: In-depth experience and understanding of the IBM and/or OEM support organizations, facilitating effective networking and collaboration.
· Excellent Coordination, Leadership & Organizational Skills: Exceptional coordination and organizational abilities, capable of leading diverse teams and multitasking within a team-based business network environment. Proficiency in project management is beneficial.
· Excellence in Client Service & Client Satisfaction: Personal commitment to pursuing client satisfaction and continuous improvement in the delivery of client problem resolution.
· Language Skills: Proficiency in English is required, with fluency in multiple languages considered advantageous.
**Required technical and professional expertise**
· 3+ years of experience in a customer support environment
· Able to diagnose/troubleshoot problems ranging from code defects, configuration issues, or performance
· Possess strong English verbal and written communication skills
**Preferred technical and professional experience**
· Knowledge of or experience using cloud software such as AWS, AZURE, IBM CLOUD
· Knowledge of or experience with containers
· Working knowledge of databases such as DB2, SQL Server, Oracle, Databricks, Snowflake
· Working knowledge of browser communication and extensions(Chrome, Firefox, Safari)
· Ability to analyze system output logs, traces, and dumps
· Knowledge of customer relationship management tools such as CSP and/or Salesforce
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.
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 Professional, you will gain experience in a customer-facing capacity. This role necessitates exceptional customer relationship management skills along with a solid technical grasp of the product/s they will support.
The Technical Support Professional is expected to adeptly manage conflicting priorities, thrive under pressure, and autonomously navigate tasks with minimal active guidance. The successful applicant should possess a comprehensive understanding of IBM support, development, and service processes and deliveries. Knowledge of other IBM business procedures and professional training in mediation or conflict resolution will be taught.
Your primary responsibilities include:
· Direct Problem-Solving Experience: Previous experience in addressing client issues is valuable, along with a demonstrated ability to effectively resolve problems.
· Strong Communication Skills: Ability to communicate clearly with both internal and external clients through spoken and written channels.
· Business Networking Experience: In-depth experience and understanding of the IBM and/or OEM support organizations, facilitating effective networking and collaboration.
· Excellent Coordination, Leadership & Organizational Skills: Exceptional coordination and organizational abilities, capable of leading diverse teams and multitasking within a team-based business network environment. Proficiency in project management is beneficial.
· Excellence in Client Service & Client Satisfaction: Personal commitment to pursuing client satisfaction and continuous improvement in the delivery of client problem resolution.
· Language Skills: Proficiency in English is required, with fluency in multiple languages considered advantageous.
**Required technical and professional expertise**
· 3+ years of experience in a customer support environment
· Able to diagnose/troubleshoot problems ranging from code defects, configuration issues, or performance
· Possess strong English verbal and written communication skills
**Preferred technical and professional experience**
· Knowledge of or experience using cloud software such as AWS, AZURE, IBM CLOUD
· Knowledge of or experience with containers
· Working knowledge of databases such as DB2, SQL Server, Oracle, Databricks, Snowflake
· Working knowledge of browser communication and extensions(Chrome, Firefox, Safari)
· Ability to analyze system output logs, traces, and dumps
· Knowledge of customer relationship management tools such as CSP and/or Salesforce
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.
Lo sentimos, este trabajo no está disponible en su región
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6
Technical Support Engineer
San Jose, Heredia
Netskope
Hoy
Trabajo visto
Descripción Del Trabajo
**About Netskope**:
Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.
**Job Duties**
Netskope's customers include some of the largest Fortune 500 companies that demand best in class customer support. You will be the primary point of contact for dealing with top class IT administrators.
**In this job you will**:
- Be the primary point of contact for all support and escalations tickets
- Be intuitive and inventive by providing solutions and workarounds for customers
- Work with Customers, Sales Engineers, Customer Success to report issues to Engineering Team
- Regularly communicate status update to Customers
- Receive functional, performance and security issues from Customers and promptly follow-up with Engineering and DevOPS
- Self-starter with ability to multi-task in a high-pressure, fast-paced, fast growth environment
- Follow published SLA for turning requests around in a timely manner
**Qualifications/Requirements**
- 5+ years of experience in supporting large enterprise customers
- Strong TCP/IP knowledge
- Excellent knowledge and prior experience supporting network security technologies such as: Proxies, NG Firewalls, SSL/IPSec, VPN's, SSO
- Familiarity with DLP and Encryption gateways.
- Demonstrable experience with systems installation, configuration and administration of UNIX/Linux and Windows based systems (prior Active Directory/LDAP experience desirable)
- Expert in troubleshooting various scenarios and systems by using knowledge of common tools (tcpdump) and protocols (TCP/IP, NTP, DNS, DHCP, etc.).
- Familiarity with cloud apps and services
- Strong empathy for customers AND passion for revenue and growth
- Excellent Communications and Interpersonal Skills required, with a passion for the Cloud and related new technologies.
- Prior experience working with Zendesk or other support portal tools
**Education**:
- Bachelors or Masters degree
LI-MD1
Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to Netskope's Privacy Policy for more details.
Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.
**Job Duties**
Netskope's customers include some of the largest Fortune 500 companies that demand best in class customer support. You will be the primary point of contact for dealing with top class IT administrators.
**In this job you will**:
- Be the primary point of contact for all support and escalations tickets
- Be intuitive and inventive by providing solutions and workarounds for customers
- Work with Customers, Sales Engineers, Customer Success to report issues to Engineering Team
- Regularly communicate status update to Customers
- Receive functional, performance and security issues from Customers and promptly follow-up with Engineering and DevOPS
- Self-starter with ability to multi-task in a high-pressure, fast-paced, fast growth environment
- Follow published SLA for turning requests around in a timely manner
**Qualifications/Requirements**
- 5+ years of experience in supporting large enterprise customers
- Strong TCP/IP knowledge
- Excellent knowledge and prior experience supporting network security technologies such as: Proxies, NG Firewalls, SSL/IPSec, VPN's, SSO
- Familiarity with DLP and Encryption gateways.
- Demonstrable experience with systems installation, configuration and administration of UNIX/Linux and Windows based systems (prior Active Directory/LDAP experience desirable)
- Expert in troubleshooting various scenarios and systems by using knowledge of common tools (tcpdump) and protocols (TCP/IP, NTP, DNS, DHCP, etc.).
- Familiarity with cloud apps and services
- Strong empathy for customers AND passion for revenue and growth
- Excellent Communications and Interpersonal Skills required, with a passion for the Cloud and related new technologies.
- Prior experience working with Zendesk or other support portal tools
**Education**:
- Bachelors or Masters degree
LI-MD1
Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to Netskope's Privacy Policy for more details.
Lo sentimos, este trabajo no está disponible en su región
7
Technical Support Professional - WebMethods
Heredia, Heredia
IBM
Publicado hace 3 días
Trabajo visto
Descripción Del Trabajo
**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? If so, lets talk.
**Your role and responsibilities**
You will assist customers, partners and employees to troubleshoot problems they may encounter during installation, implementation and run-time issues resulting from implementation of the IBM webMethods Integration, API and Microservices platform
You will provide technical support assistance directly to clients, developing solutions through research, analysis of diagnostic data, collaboration and problem replication.
Essential Job Functions
· Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes moderate scope problem prioritization, analysis, troubleshoot and devise resolution for issues requiring a review of identifiable factors. Exercise judgment within defined procedures to determine appropriate action. End result should be high level of customer satisfaction.
· Conduct analysis and research of moderately complex technical customer problems. Provides timely resolution and consistent customer communication.
· Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates.
· Ensure that any solutions that were not found easily through available documentation are recommended for publishing to the knowledgebase.
· Demonstrate initiative in acquiring product skills in at least one product family on several platforms, along with supporting technologies. Develop product experience by installing, testing and using software products and attending formal and informal classes.
· Provide afterhours coverage as required.
This job might be for you if
· You like an exciting environment with multiple challenges and tasks on a daily basis.
· You are excited to learn about new technologies and products, as well as develop deep skills.
· Juggling priorities and coordinating workload with your peers comes easy to you and you are patient, level-headed and cool under pressure.
· You are motivated and driven and you enjoy solving problems.
· You think on your feet and volunteer for new challenges without waiting to be asked.
· You value the work in the team and you like helping people.
· You communicate clearly, have fun connecting with our customers via video conference calls, emails or phone calls and you excel when you capture complex aspects in simple words that anyone can understand.
**Required technical and professional expertise**
· Hands-on Object-oriented programming (especially Java, but C++, C# experience also beneficial)
· Technical knowledge of UNIX/Linux and Windows preferred
· webMethods product knowledge a plus!
· Fluent in English
· Analytical thinking and problem-solving skills
· Excellent attitude contributing to the overall high morale of the team
· Excellent interpersonal and written communications skills
Education and Experience
· Bachelor's degree, or foreign equivalent, in Computer Science, Computer/Electronics Engineering, Telecommunications, or a relevant technology-centered field, and
· 3-5 years of experience reflecting demonstrable ability in the skill set described above; alternatively Master's degree in Computer Science, Computer/Electronics
· Experience in a customer service or support role is required
**Preferred technical and professional experience**
· Knowledge of some of the following technologies: ElasticSearch, Oracle and SQL Server
· Knowledge of Cloud technologies, Containerization, Kubernetes
· Experience with utilities like packet sniffers, analyzing, stack traces and core dumps, IDEs desirable
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.
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? If so, lets talk.
**Your role and responsibilities**
You will assist customers, partners and employees to troubleshoot problems they may encounter during installation, implementation and run-time issues resulting from implementation of the IBM webMethods Integration, API and Microservices platform
You will provide technical support assistance directly to clients, developing solutions through research, analysis of diagnostic data, collaboration and problem replication.
Essential Job Functions
· Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes moderate scope problem prioritization, analysis, troubleshoot and devise resolution for issues requiring a review of identifiable factors. Exercise judgment within defined procedures to determine appropriate action. End result should be high level of customer satisfaction.
· Conduct analysis and research of moderately complex technical customer problems. Provides timely resolution and consistent customer communication.
· Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates.
· Ensure that any solutions that were not found easily through available documentation are recommended for publishing to the knowledgebase.
· Demonstrate initiative in acquiring product skills in at least one product family on several platforms, along with supporting technologies. Develop product experience by installing, testing and using software products and attending formal and informal classes.
· Provide afterhours coverage as required.
This job might be for you if
· You like an exciting environment with multiple challenges and tasks on a daily basis.
· You are excited to learn about new technologies and products, as well as develop deep skills.
· Juggling priorities and coordinating workload with your peers comes easy to you and you are patient, level-headed and cool under pressure.
· You are motivated and driven and you enjoy solving problems.
· You think on your feet and volunteer for new challenges without waiting to be asked.
· You value the work in the team and you like helping people.
· You communicate clearly, have fun connecting with our customers via video conference calls, emails or phone calls and you excel when you capture complex aspects in simple words that anyone can understand.
**Required technical and professional expertise**
· Hands-on Object-oriented programming (especially Java, but C++, C# experience also beneficial)
· Technical knowledge of UNIX/Linux and Windows preferred
· webMethods product knowledge a plus!
· Fluent in English
· Analytical thinking and problem-solving skills
· Excellent attitude contributing to the overall high morale of the team
· Excellent interpersonal and written communications skills
Education and Experience
· Bachelor's degree, or foreign equivalent, in Computer Science, Computer/Electronics Engineering, Telecommunications, or a relevant technology-centered field, and
· 3-5 years of experience reflecting demonstrable ability in the skill set described above; alternatively Master's degree in Computer Science, Computer/Electronics
· Experience in a customer service or support role is required
**Preferred technical and professional experience**
· Knowledge of some of the following technologies: ElasticSearch, Oracle and SQL Server
· Knowledge of Cloud technologies, Containerization, Kubernetes
· Experience with utilities like packet sniffers, analyzing, stack traces and core dumps, IDEs desirable
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.
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8
Senior Technical Support Engineering
San Jose, Heredia
Microsoft Corporation
Publicado hace 4 días
Trabajo visto
Descripción Del Trabajo
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.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
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, 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.
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.
+ Availability to work on the weekends and with mixed schedules (jornada mixta)
+ Proven experience working as support engineer on complex scenarios related to Azure Cloud technologies such as AVD, W365, Universal Print, and FSLogix.
+ Proven experience working as support engineer on complex scenarios related to Windows Server and Client technologies such as RDS/RDP, Windows Managment (DCOM, Event Viewer, WinRM, App-V, Applocker), and Printing.
**Other Requirements:**
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
**Additional or Preffered Qualiications:**
+ Experience communicating complex scenarios to a diverse customer audience (Technical and Executive).
+ Experience handling escalated technical situations.
+ Microsoft Cloud Certifications.
+ Windows Internals Knowledge.
+ Experience with network trace analysis.
#CES #CSS #AppsInfra #WindowsCommercial
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 ( .
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
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, 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.
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.
+ Availability to work on the weekends and with mixed schedules (jornada mixta)
+ Proven experience working as support engineer on complex scenarios related to Azure Cloud technologies such as AVD, W365, Universal Print, and FSLogix.
+ Proven experience working as support engineer on complex scenarios related to Windows Server and Client technologies such as RDS/RDP, Windows Managment (DCOM, Event Viewer, WinRM, App-V, Applocker), and Printing.
**Other Requirements:**
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
**Additional or Preffered Qualiications:**
+ Experience communicating complex scenarios to a diverse customer audience (Technical and Executive).
+ Experience handling escalated technical situations.
+ Microsoft Cloud Certifications.
+ Windows Internals Knowledge.
+ Experience with network trace analysis.
#CES #CSS #AppsInfra #WindowsCommercial
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 ( .
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9