**Job ID**:182120
**Required Travel**: Minimal
**Managerial - No**
**Location:**:Costa Rica-Zapote, San Jose (AM)
**Who are we?**:
**In one sentence**:
Sets up, installs and maintains the software environments for any product permutation
**What will your job look like?**:
The Technical Customer Support Engineer plays a crucial role in providing technical assistance and resolving complex customer issues, ranging from general guidance through technical deep-dives identifying and resolving complex configuration and 3rd party integration issues. Support engineers also require to develop many of their own tools and interact heavily with their peers developing the offerings.
The Technical Customer Support Engineer is responsible for ensuring customer satisfaction by effectively diagnosing and resolving technical problems and providing timely and accurate solutions.
Key responsibilities:
- Technical Troubleshooting: Investigate and resolve complex customer problems by analysing software and hardware configurations, conducting tests, and debugging issues.
- Incident Management: Take ownership of customer-reported incidents, follow established procedures, and escalate cases to the appropriate teams when necessary.
- Documentation: Create detailed and accurate technical documentation, including troubleshooting guides, knowledge base articles, and FAQs.
- Collaboration: Collaborate with cross-functional teams, including SME, DBA and project delivery teams to identify and resolve customer issues and improve product functionality.
- Product Knowledge: Stay up-to-date with the company's Helix products suite and services, new features, and enhancements to provide accurate and timely support.
**All you need is...**:
- At least 5 years' experience in the following fields:
- Technical customer support
- Unix - any (Bash/Ksh/tcsh) Script writing.
- DB - Oracle, Hadoop
- Networking - SNMP, Telnet, IP, Corba, SSH, HTTP/S, REST
- Desirable:
- Cloud of any type - Advantage AWS, Azure, Oracle Cloud, Private Clouds
- Optional - Python, Ansible, Grafana, Telegraph, Prometheus, Git Hub, Jenkins, Docker, Jira, Containerization Architectures
- Clustering - Veritas, Rhel Cluster, HP Service Guard, any other
**Why you will love this job**:
- You will have the opportunity to work in multinational environment for the global market leader in its field!
- As you will support excellent products, you will be able to assemble relevant data, identifies trends and root causes, and draws logical conclusions to develop solutions
- You will have extensive opportunities for professional development.
- We are a dynamic, multi-cultural organization that constantly innovates and empowers our employees to grow. Our people our passionate, daring, and phenomenal teammates that stand by each other with a dedication to creating a diverse, inclusive workplace!
- We offer a wide range of stellar benefits including health, dental, vision, and life insurance as well as paid time off, sick time, and parental leave!
**Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce
