Collaboration Systems Engineer (Zoom, Teams & Poly)

About the role

This role monitors Poly devices and supports collaboration room devices, resolving moderate technical issues involving hardware and software through interaction with internal and external businesses and end users. It coordinates solutions to minimize issue occurrences and addresses complex challenges, contributing to projects through research and data analysis and establishing and monitoring product service metrics. The work is 100% on-site, Monday to Friday (8-hour shift), at America Free Zone (AFZ) in Heredia, Costa Rica.

Key responsibilities

• Monitor managed collaboration and conference room devices to ensure service availability and performance.
• Resolve moderate technical problems involving hardware and software, using proactive monitoring and notification systems.
• Research, diagnose and troubleshoot complex customer-facing technical issues.
• Administer and support collaboration environments via the Zoom Admin Portal and Microsoft Teams Admin Center, including monitoring, policies, reporting, user management and troubleshooting.
• Support collaboration platform migrations (e.g., Zoom-to-Teams), including readiness assessments, room validation, testing, deployment support, issue resolution and post-migration stabilization.
• Validate room, device, account, license and policy configurations before and after changes or migrations.
• Perform remote troubleshooting by reviewing logs, diagnostics and monitoring data, and escalate issues to the right support teams.
• Document tickets with issues, solutions, troubleshooting steps and root cause, and maintain accurate incident records and operational documentation.

Required profile

• Direct, hands-on experience configuring, troubleshooting and administering Poly/Polycom hardware enterprise collaboration devices (non-negotiable).
• Direct experience as a Zoom Administrator (Zoom Rooms deployment, Zoom Admin Portal, device management, provisioning).
• At least 2 years of work specifically with enterprise audio-visual (AV) systems and conference room infrastructure.
• Advanced English (C1).
• Preferred: Poly, Zoom and Microsoft Teams certifications; WXP, 1E, TechPulse or similar monitoring platform certifications; Microsoft 365 administration certifications are highly desirable.

Required skills

• Microsoft Teams and Zoom administration, Teams Rooms and Zoom Rooms, Poly collaboration devices, collaboration platform migration and deployment support.
• Incident and problem management, root cause analysis, log analysis and remote troubleshooting.
• Networking basics (TCP/IP, computer networks), monitoring and observability platforms.
• Data analysis, documentation and knowledge management, and exceptional attention to detail.