Customer Technical Support – Level 2 System Support

About the role

As a Level 2 System Support professional based in Costa Rica, you will provide advanced technical assistance for enterprise platforms. You will troubleshoot production incidents, validate system configurations, and help maintain platform stability across application, infrastructure, and data layers.

Key responsibilities

• Investigate and resolve complex issues in enterprise application environments.
• Coordinate with development and infrastructure teams to address production incidents.
• Manage operational processes such as security certificate management, reporting, and environment validation.
• Provide 24x7 rotating on‑call support for customers and internal groups.
• Produce operational and performance reports using Excel, Power BI, or similar tools.

Required profile

• Minimum 3 years of experience in application, systems, production support or technical operations.
• Strong analytical and problem‑solving abilities with attention to detail.
• Excellent written and verbal English communication (B2 level or higher).
• Ability to handle multiple incidents simultaneously in a fast‑paced environment.

Required skills

• IIS administration and SSL/TLS certificate troubleshooting.
• SQL database querying and data‑tier troubleshooting.
• Windows Server administration and TCP/IP networking fundamentals.
• PowerShell and VBScript scripting.
• Ticketing systems such as ServiceNow, Jira, Client360.
• Experience with IBM AS400.
• Microsoft Excel and Power BI for reporting and data analysis.