Technical Support Specialist

Location: Costa Rica/Remote(occasionally they will need to go to the office based on business needs) – Second shift, schedule between 2:00pm to 10:25pm that could include weekends. Also, On-call support is needed.Hiring Expectations: L2Location: Costa Rica As a System Support Level 2 Professional, you will provide advanced technical support for enterprise platforms by troubleshooting production incidents, validating system configurations, and ensuring platform stability across application, infrastructure, and data layers. You will investigate complex issues, coordinate with development and infrastructure teams, and support operational processes such as security certificate management, reporting, and environment validation. Provide 24x7 rotating “on call” support to customers and internal groups. This role also requires strong analytical and communication skills, attention to detail, and the ability to manage multiple issues in a fast-paced technical environment.
Basic Qualifications for Consideration:3+ years of experience in Application Support, Systems Support, Production Support, or Technical Operations roles.Experience troubleshooting complex issues in enterprise application environments.Experience producing operational and performance reports using Microsoft Excel, Power BI, or similar tools, including data analysis and metric tracking.Solid understanding of multi-tier systems including:Web Tier (IIS administration, web browsers and connectivity troubleshooting, SSL/TLS certificates).Application Tier (Production, UAT, Troubleshooting)Data Tier (SQL databases and query troubleshooting)Infrastructure (Windows Server, TCP/IP Network fundamentals)Basic scripting (PowerShell, VBScript)Experience using ticketing systems (ServiceNow, Jira, Client360, etc.).
Soft Skills:Strong written and verbal English communication skills (B2)Strong analytical and problem-solving thinking.Detail-oriented with strong follow-up and documentation discipline.Calm and structured when handling production incidents.Ability to manage multiple incidents simultaneously in a production environment.Comfortable working both independently and within cross-functional teams.