Software Support Engineer Level 2 – English Speaking

Costa Rica


The Software Support Engineer Level 2 is a more experienced engineer, which provides support to Level 1 Engineers when elevations are created and further technical and experienced assistance is required. It is expected from the Level 2 engineers to provide a higher level of satisfaction and more expedite results. Working as a team is a must.

Duties and responsibilities

  • Be available for work at the scheduled shift start time until the completion of it.
  • Ensure good ticket documentation at all times
  • Operate under close supervision
  • Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated timely and every effort is made to make service levels
  • Fully document every ticket, including all resolution steps
  • Present a positive, effective and flexible contribution to achieving team targets and objectives
  • Comply with/complete desk specific or ad hoc tasks
  • Meet all personal targets set within the company
  • Send all reports asked by the leader when requested
  • Adhere to all Policies & Procedures
  • Protect confidential and sensitive information and materials
  • Collaborate with other team members to provide high-quality support
  • Ensure constant self-development (even more than any Level 1 consultant) using day to day work, web based training, and any other available tool
  • Take Technical Elevations coming from L1
  • Be the bridge of contact between L1 and L3 when needed.
  • Being able to attend some of the most important customers when requested.
  • Mentor L1 engineers if needed or requested by the Manager.

Skills and competencies

  • Customer orientated, motivated to take charge of both customer engagement and problem resolution.
  • High customer service, telephone, oral and written skills.
  • High written and oral knowledge of English and/or another language (if required)
  • Proficient knowledge of various hardware, software and Microsoft® operating systems.
  • High Technical Skills/Knowledge (Databases, Diverse Operating Systems, Programming, Networking, etc)
  • Troubleshooting skills
  • Capable of being self-managed
  • Team player

Experience and Education

  • Bachelor Degree (License Degree preferred) in System Engineer or equivalent technical certifications
  • Strong knowledge of programming languages, networking, databases or UI’s is required
  • +2 years of experience in handling Software Customer support
  • Experience in Customer Service is a must
  • Proven teamwork ability experience on same or similar position is preferred

Start fulfilling your dreams

If you think you have what it takes to make a difference and want to work for a company that can offer you unlimited potential then apply for this position now and tell us more about what you can bring to our business. You can also check out our other jobs.
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