Support Engineer

• Act as frontline or backline support for SaaS hosted Enterprise Products.
• Independently troubleshoot complex issues, develop test cases, and identify root causes.
• Engages in critical thinking – “Why? What? So What? Now What?
• Meet SLAs for customer cases via phone, web, and community platforms.
• Build expertise across multiple products and serve as a Subject-Matter Expert (SME).
• Manage cases in Salesforce, maintaining detailed documentation and regular status updates with clear Next steps defined.
• Other duties as assigned.

Technical Support Engineer II

• Creates and routes technical issues for all customers
• Handle inbound technical support requests (Phone, Email, Web).
• Validates customer entitlements and approves exceptions for unentitled customers.
• Dispatch out-of-TSR scope technical issues to the appropriate support group.
• Create and manage customer data records within our applications to ensure proper data integrity.
• Resolves technical issues for customers across all account tiers
• Resolves customers’ single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues​.
• Increase technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
• Captures and documents knowledge to enable self-service resolution
• Learns and adopt Knowledge-Centered Service (KCS) methodology.
• Enables customers to self-serve by creating and editing Knowledge based articles.

Technical Support Representative, German-Speaking

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences
• Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat
• Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance
• Become an expert in a specific product area
• Contribute to team projects
• Give and receive thoughtful feedback on team processes and leadership
• Manage other responsibilities as assigned

Technical Support Specialist II – Core Apps

• Provide frontline technical specialist support:
• Monitor and improve the delivery of our SaaS product.
• Debug identified issues, providing clear analysis to both the customer and internal teams.
• Identify trends in support work and opportunities for root problem resolution.
• Proactively identify and manage scope, delivery, and configuration of product changes.
• Implement well-structured code, and assist the customer in integration with HappyCo’s services.
• Fully participates in and provides feedback on the company's product development and rollout methodology, driving improvements.
• Customer Management
• Proactively manage customer expectations.
• Meet and exceed SLA’s
• Provide clear and professional communications with customers.
• Clearly communicate technical or domain-specific concepts to non-technical customers.
• Identify, review, and define requirements, existing configurations and technical risks.
• Support
• Use excellent troubleshooting skills to determine root causes of raised issues.
• Facilitate the resolution of issues raised by customers.
• Investigate and identify technical causes to issues raised by customers, facilitating product (feature) change where necessary.
• Provide responsive, high-quality technical support to customers.
• Technical Delivery
• Proactive and strong written/verbal communication with peers, engineers, stakeholders, L1/L2 Support.
• Assess risk when determining approaches to ticket resolution.
• Monitor, maintain, and improve customer environments as required.
• Manage releases and deployments.
• Deliver well structured and functional example code.
• Undertake other technical work as requested.
• Process
• Understand and deliver against the organizational product and software development methodology.
• Review, propose, and implement improvements to processes.
• Implement and improve the process toolset.
• Our Recruitment Process
• 15-minute Initial Call
• 20-minute take-home skills test
• 30-minute Call with Recruiter (project, benefits etc.)
• Interviews directly with the client (1hr technical interview/ 45m meeting with product lead /30m meeting with the broader team)
• Final Offer!

Support Engineer jobs in Costa Rica

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Technical Support Engineer II

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Technical Support Specialist II – Core Apps

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