Job Description
Chronos Consulting is part of the Coberon Chronos Group, an award-winning global leader in the permanent and temporary staffing, RPO, and process automation solutions businesses for global multinationals. The group has a presence in more than 51 locations worldwide.
The Company:
Our client is a fast-growing global technology leader in data intelligence solutions looking for enthusiastic and proactive collaborators to join the team in Costa Rica. Role is HOME BASED and remote working, therefore location is open within Costa Rica.
The Role:
Reporting to the Director, located in California, you will provide advanced-level technical support, helping our customers integrate with client’s platform and work cross-functional with engineering, QA, DevOps, product management, sales, and customer success.
Providing technical support to clients, partners, and other technical support engineers as well as acting as the main point of contact between clients and internal teams.
Triaging, troubleshooting, and debugging complex customer issues via management tool, email, chat, and/or video conferencing.
Functioning as a technical expert and internal Support SME in at least one area of the product, with broad knowledge across the technology.
Creating technical documentation and updating client support knowledge base.
Building and utilizing complex lab setups to replicate and resolve problems.
Keeping a groomed backlog of cases and ensure that SLAs for response time & resolution time is consistently met.
Providing accurate and complete support to the clients and bug reports.
Supporting hiring, onboarding, and training processes by conducting technical assessments and participating in interviews, mentoring and onboarding new support engineers, and delivering training sessions in your assigned areas of expertise.
The Requirements:
A degree in computer science, information technologies or equivalent experience supporting software components.
At least 5 years + years as a Support Engineer providing enterprise software application support with strong analytical, debugging and troubleshooting skills in a fast-paced environment.
Advanced-level working knowledge of: Linux system administration, Relational databases (SQL, Postgres, Oracle), Web servers, such as Apache or Nginx, and debugging applications written in JAVA and Python.
Foundational knowledge of: Cluster platforms such as Hadoop or Hive and authentication protocols (Kerberos, SAML, LDAP, SSO, SSL certificates).
A big plus if you have experience in some of the following areas: Django system administration, JDBC and ODBC drivers, BI data sources (Tableau, Microstrategy, etc), REST APIs, Non-relational databases (Elasticsearch, NoSQL, MongoDB, etc) or cloud platforms like AWS, Azure,GCP.
Excellent written and verbal communication skills, with a strong ability to discuss complex technical topics with customers, engineers, and product managers.
Advanced level of English is mandatory ( working closely with team located in USA)
Available for rotational weekend “on-call” coverage is required.