Client Tech Support Engineer – Professional I

About the role

We are looking for a Client Tech Support Engineer (Professional I) to join our team on a second‑shift schedule (2:00 pm – 10:25 pm) with occasional on‑site visits in Costa Rica. The role provides advanced technical support for enterprise platforms, ensuring stability across application, infrastructure, and data layers.

Key responsibilities

• Diagnose and resolve production incidents, validating system configurations.
• Investigate complex technical issues and coordinate with development and infrastructure teams.
• Manage security certificate administration, 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

• 3‑5 years of experience in Application Support, Systems Support, Production Support, or Technical Operations.
• Strong analytical and problem‑solving abilities with attention to detail.
• Excellent written and verbal English communication (minimum B2 level).
• Ability to handle multiple incidents simultaneously in a fast‑paced environment.
• Comfortable working both independently and within cross‑functional teams.

Required skills

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