Technical Support Agent - Storage Systems

About the role

A hybrid position in Lagunilla, Heredia, Costa Rica for a Technical Support Agent focused on storage systems. The agent manages environmental upgrades, handles support tickets and coordinates with customers to keep their storage arrays running smoothly. The role requires strong communication and problem-solving skills and a willingness to deepen expertise in storage technologies.

Key responsibilities

• Perform environment upgrades, including managing change controls, scheduling and compliance within customer environments.
• Maintain install base requirements for customers and their storage arrays, applying best practices and routine maintenance.
• Manage proactive support tickets, which represent about 30% of the workload.
• Process RMA requests promptly and accurately, and triage support cases by severity level.
• Own and track customer issues in the ticket tracking system and keep customers informed about upgrades, maintenance and case progress.
• Resolve routine issues using documented troubleshooting steps and escalate critical customer issues to the Support Manager.
• Engage customers by live phone call and connect them with the right resources when needed.

Required profile

• High school diploma; 1+ years of technical support experience.
• Desired: minimum 1 year of customer-facing technical support experience, or an Associate's degree or equivalent 2 years of direct experience.
• Excellent written and verbal communication skills.

Required skills

• Basic knowledge of storage technologies such as SAN, Fibre Channel, Ethernet and iSCSI.
• Familiarity with operating systems such as Solaris, Linux and Windows, and LAN/WAN layers 1-3.
• Ability to resolve customer problems and manage escalations using internal and external resources.
• Willingness to learn advanced SAN, Fibre Channel, Ethernet and iSCSI technologies.