Senior Technical Support Engineer, Sec-AI

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Oversee comprehensive post-sales technical support for intricate customer environments involving multiple stakeholders.

• Analyze and resolve complex issues independently, focusing on impact and delivering scalable solutions.

• Enhance SLA performance by identifying systemic weaknesses, influencing team practices and workflows, and surpassing response and resolution goals.

• Advocate for documentation standards concerning issues, troubleshooting processes, and root cause analyses.

• Guide junior engineers in structured problem-solving and documentation practices.

• Lead initiatives in knowledge management by writing and curating knowledge-base articles based on root cause analyses.

• Establish escalation procedures to engineering while maintaining customer trust throughout the resolution process.

• Define, monitor, and enhance MTTR, NPS, and CSAT metrics.

• Offer technical leadership in areas including Data Privacy and Security, SQL/NoSQL databases, Linux, Bash scripting, Networking, Cloud Platforms, Docker/Kubernetes, and Virtualization.

• Forge strategic partnerships with Engineering and Product Management, converting support insights into feedback for the product roadmap.

⛳️ Requirements

• A minimum of a Bachelor’s Degree in a technical discipline with over 7 years of experience as a technical support engineer in a related field.

• Practical experience with Data Privacy and Security, DLP, Encryption, Access, Classification, SQL/NoSQL databases, Linux, Bash scripting, Networking, OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization.

• Proven proficiency throughout the technical support lifecycle, which includes ticket logging, triage, escalation, customer communication, root cause analysis, and knowledge bases.

• Expertise in one or more Technical Support systems, such as Zendesk.

• Strong presence with outstanding communication and leadership abilities, along with a proven record of successful collaboration with customers, vendors, staff, and internal business partners.

• A solid understanding of Data Security and Privacy, including relevant regulations, is highly advantageous.

• No travel is anticipated; participation in a 24x7 technical support coverage shift is necessary and may occasionally conflict with the engineer’s local timezone.

• Position is located in San Jose, Costa Rica; applicants residing permanently outside of Costa Rica may be declined.

• All applications must be submitted in English.

🏝️ Benefits

• Comprehensive Health Coverage – Fully employer-paid medical, dental, and vision insurance for employees and eligible dependents, including virtual care services.

• Wellbeing & Mental Health Support – Employee Assistance Program (EAP) offering confidential therapy sessions, along with legal and financial counseling services.

• Financial Protection Benefits – Life and disability insurance provided by the company.

• Paid Time Off & Global Recharge Days – Vacation time, statutory holidays, and additional company-wide VeeaMe Days.

• Family-Friendly Leave Programs – Competitive maternity, paternity, adoption, and other leave benefits.

• Paid volunteer time each year through the Veeam Cares program.