Technical Support Engineer (Costa Rica)

We are looking for self-motivated, customer-oriented individual with a strong technical background, analytical thinking and problem-solving skills candidate, who: 

• Strives to work in a complex environment, solving technical issues, helping partners and customers to run Omilia products at their full potential 
• Is eager to learn new technologies 
• Is willing and able to take initiative/ownership over the new task, new assignment, new escalated situation 
• Could be both: a team player as well as an independent problem solver 
• Looks forward to becoming an integral part of the Support team 

Important Note: Our Support Teams operate 24/7, including holidays and weekends. The assigned shift will be:

• During Daylight Saving Time (March–October): 9:00 AM – 5:00 PM GMT-6
• Outside Daylight Saving Time: 10:00 AM – 6:00 PM GMT-6

Key Accountabilities 

• Provide support for Omilia products and applications 
• Troubleshoot and resolve reported technical cases using knowledge, best practices, tools, common sense and making sure the initial response and resolution times meet customer facing SLAs 
• Achieve KPIs set on the individual level as well as on the team one 
• Use of a personal or shared lab environment to reproduce reported issues and verify potential solutions 
• Communicate and collaborate with partners and customers as well as with the Omilia internal teams to provide technical assistance in an effective and timely fashion 
• Properly track all the communications and troubleshooting steps using the case management platform 
• Prioritize your tasks based on the current situation; being available to join customer facing live troubleshooting session or an internal incident bridge if the situation demands
• Collaborate closely with the Delivery, Product, and Platform teams to troubleshoot issues and communicate new features.
• Contribute to the creation and maintenance of Knowledge Base articles (e.g., SOPs) to assist customers, partners, and Omilians in effective self-service

Requirements

Knowledge, skills & experience 

• Bachelor's Degree in Computer Science or related field (or equivalent experience) 
• Strong analytical and problem-solving skills 
• Excellent verbal and written communication skills in English with ability to convey information clearly and accurately Excellent time management skills and ability to prioritize and execute tasks in a high-pressure environment 
• Basic experience and knowledge with any of: 
• Case management and bug tracking platforms (eg. Salesforce, Jira)
• Elastic Stack, DataDog or any other similar Cloud monitoring service
• Web APIs
• Databases: Oracle, MySQL
  

Nice to have 

• Ability to explain technical issues to technical and non-technical employees and customer
• Atlassian Confluence
• Saas/Cloud technologies
• Coding Scripting languages: Python, JavaScript, etc
• Networking: TCP/IP, HTTPS
• Telephony protocols: SIP, VoIP
• Familiarity with CTI concepts and Genesys, NICE, RingCentral technologies

Benefits

• Fixed compensation;
• Long-term employment with the working days vacation;
• Development in professional growth (courses, training, etc);
• Being part of successful cutting-edge technology products that are making a global impact in the service industry;
• Proficient and fun-to-work-with colleagues;
• Apple gear.

Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.