Senior Technical Support Engineer, Sec-AI

Role overview A senior-level technical support engineer is needed to own end-to-end post-sales support for customers running security and AI-focused data platforms. The role combines deep hands-on troubleshooting of complex, multi-stakeholder environments with leadership over documentation, knowledge sharing, and operational metrics, acting as the senior technical voice between customers, engineering, and product teams.

Responsibilities - Diagnose and resolve intricate post-sales issues in customer environments, prioritizing impact and applying independent judgment on escalation paths and engineering engagement. - Drive SLA performance by spotting systemic gaps, shaping team workflows, and modeling a customer-first approach that improves response and resolution outcomes. - Set and uphold documentation standards, capturing troubleshooting steps and root cause analyses while mentoring junior engineers on structured problem-solving and ticket hygiene. - Author and curate knowledge-base content derived from root cause analyses to build a library of reusable fixes and continuous improvement across the support organization. - Track and lift operational metrics such as MTTR, NPS, and CSAT, and translate support insights into actionable feedback for engineering and product management.

Requirements - Bachelor's degree in a technical discipline plus 7+ years of experience as a technical support engineer in a related field. - Hands-on expertise with data privacy and security tooling (DLP, encryption, access controls, classification), SQL and NoSQL databases, Linux and Bash scripting, networking and OSI concepts, filesystems, cloud platforms, Docker/Kubernetes, and virtualization. - End-to-end command of the support lifecycle, including ticket logging, triage, escalation, customer communication, root cause analysis, and knowledge-base contributions. - Proficiency with one or more support platforms such as Zendesk, plus strong written and verbal communication and a track record of cross-functional collaboration. - Willingness to participate in 24x7 shift coverage, occasionally outside the engineer's home time zone.

Nice to have - Familiarity with data security and privacy regulations and how they shape customer requirements.

Benefits and work setup - Comprehensive employer-paid medical, dental, and vision coverage for employees and eligible dependents, including virtual care. - Employee Assistance Program offering confidential therapy, plus legal and financial counseling. - Company-provided life and disability insurance. - Vacation, statutory holidays, and additional paid recharge days dedicated to rest and wellbeing. - Maternity, paternity, adoption, and other family-friendly leave programs. - Paid volunteer time each year through a community give-back program. - Hybrid working arrangement based in San Jose, Costa Rica; candidates must be permanently located in Costa Rica. No travel expected.