Core Support

Important Information 

Location: Costa Rica

Work Mode: Hybrid 

Job Summary 

As a Core Support (19121), you will be responsible for designing, developing, and maintaining high-quality software solutions. You will collaborate with cross-functional teams to understand business requirements and translate them into scalable and efficient software applications. Your role will involve leading technical projects, mentoring junior engineers, and continuously improving software development practices to ensure the delivery of robust and reliable software systems.  

Responsibilities and Duties 

• Serve as the first line of contact for customer support by managing and resolving product-related issues through tickets and calls in a timely manner.
• Troubleshoot, investigate, and document technical issues related to KnowBe4 products to ensure accurate and effective resolutions.
• Collaborate closely with Customer Success, Product, and Technical teams to resolve customer issues and provide feedback for product improvements.
• Assist customers through product configuration, technical walkthroughs, and webinars to support proper implementation and usage.

Qualifications and Skills 

• Hands-on experience providing technical support and troubleshooting software or SaaS products.
• Strong understanding of IT security fundamentals, including email protocols, phishing techniques, and firewall concepts.
• Ability to diagnose, investigate, and document technical issues with accuracy and attention to detail.
• Experience managing support tickets and prioritizing incidents based on impact and urgency.
• Technical proficiency in configuring and supporting software applications in customer environments.
• Ability to analyze logs, system behavior, and user inputs to identify root causes of issues.
• Experience supporting customers via phone, email, and ticketing systems in a technical context.
• Familiarity with conducting technical walkthroughs, product demonstrations, or webinars.
• Working knowledge of CRM or ticketing tools to track and resolve technical issues effectively.
• Ability to work independently on technical cases while meeting resolution time and quality standards.

About Encora 
 
Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.  

At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.