629 - Sr. Customer Tech Support

We need an English-fluent Sr. Customer Tech Support based in Heredia, Costa Rica, who is available to work hybrid.
We are looking for someone with exceptional communication and relationship-building skills, who embraces changes while maintaining strong attention to detail. An interested and proactive person, who's constantly learning and improving their skills.

Are you the one we are looking for?

Responsibilities:

• Investigate and resolve complex technical issues related to our products and data from external software providers.
• Provide team leadership and support, including mentoring and guiding junior team members.
• Jump on escalation calls and manage high-pressure situations to produce positive outcomes.
• Apply strong analytical skills to debug new issues effectively.
• Passionately create and maintain knowledge articles to support our Knowledge-Centered Service (KCS) initiative.
• Document knowledge thoroughly and systematically to contribute to scalable support solutions, avoiding knowledge hoarding and weak documentation practices.
• Communicate effectively with customers to understand their needs and provide clear, actionable solutions.
• Continuously seek ways to improve support processes and tools.
• Stay updated with industry trends and best practices to enhance your technical skills and the team's performance.

Requirements:

• 8+ years of experience in technical support roles, with significant experience in networking, OS administration, and command-line operations.
• Proven experience in leading teams and managing escalations.
• Expertise in network troubleshooting and configuration.
• Strong analytical skills with experience in debugging and issue resolution.
• Proficient in data storage and management, particularly SQL.
• Experience with Knowledge-Centered Service (KCS) methodologies.
• Matured log file analysis techniques and approach.
• Excellent written and verbal communication skills.
• Demonstrated passion for knowledge creation and documentation.
• Positive, proactive, and capable of working under pressure.
• Strong problem-solving abilities and a drive for continuous improvement.