We are seeking a technically strong Technical Support Engineer - Integrations to provide advanced (Tier 2 / Tier 3) support for complex platform, integration, and infrastructure issues. This role focuses on diagnosing and resolving problems that could not be addressed by first-line support and requires deep troubleshooting skills across authentication, integrations, web services, scripting, and databases.

The successful candidate will act as a customer advocate, working closely with platform engineering, software engineering, and cross-functional teams to isolate root causes, resolve incidents, and improve platform reliability and user experience.

This role is ideal for a hands-on technical professional who enjoys complex problem-solving, understands how enterprise platforms work end-to-end, and can clearly communicate technical findings to both technical and non-technical stakeholders.

Location: Heredia, CR (Hybrid)
Contract Length: 12+ Months (Conversion Possible)
Language requirements English Advanced, Spanish fluent & Portuguese preferred

• Provide advanced technical support to administrators, technicians, and product support teams for complex platform, software, integration, and infrastructure issues.

• Act as a Customer Advocate, supporting users and administrators of the platform and ensuring timely, high-quality resolution of technical cases.

• Respond to escalations where first-line support has been unable to isolate or resolve issues in applications, integrations, or platform functionality.

• Troubleshoot and diagnose design, reliability, configuration, and maintenance issues, escalating root-cause findings to platform engineering or software engineering teams as needed.

• Resolve customer-created technical cases related to unexpected platform behavior, integrations, performance issues, and technical questions.

• Develop a strong understanding of the platform’s core architecture, cloud technologies, and troubleshooting practices.

• Analyze logs, system data, and integration payloads to isolate potential causes of issues.

• Troubleshoot and support integrations including authentication, email, web services, and data exchange mechanisms.

• Collaborate with internal teams to achieve individual and shared support and delivery goals.

• Document findings, resolutions, and recommendations clearly for internal teams and customers.

• Strong understanding of Web Services including SOAP and REST APIs

• Knowledge of networking fundamentals (e.g., DNS, HTTP/S, TCP/IP concepts).

• Hands-on experience with scripting and familiarity with at least one programming language such as:

  • JavaScript

  • Python

  • Perl

  • Unix Shell

  • Windows Shell

• Experience troubleshooting or configuring authentication and identity systems, such as:

  • LDAP / Active Directory

  • SSO solutions

  • Azure AD, Okta, SAML, SiteMinder

• Understanding of email systems and troubleshooting, including platforms such as Office 365 and Exchange (beyond just client applications).

• Experience working with relational databases (e.g., MySQL, Oracle).

• Knowledge of data extraction technologies (e.g., JDBC, ODBC).

• Hands-on experience exporting and importing data between systems.

• Experience supporting bi-directional integrations between enterprise systems.

• Working knowledge of network troubleshooting tools (e.g., Ping, Telnet).

• Experience gathering, reviewing, and interpreting log files, including tools such as Splunk.

• SSO and authentication technologies, including deeper internal configuration and troubleshooting

• Email protocols and server-side email infrastructure

NICE TO HAVE SKILLS

• Portuguese spoken and written proficiency (preferred but not mandatory)