- Location
- Heredia, Ulloa 200m E Mall Real Cariari, Costa Rica
- Workplace
- Hybrid
- Type
- Full-time
- Department
- IT
- Experience
- 2+ years
- Source
- Workday
Description
What You Will Do
Respond to customer cybersecurity, compliance, technical documentation, and product-related inquiries as the primary point of contact.
Manage support requests through case management and communication platforms, meeting established service, quality, productivity, and customer satisfaction metrics.
Coordinate customer IT security assessments, cybersecurity questionnaires, and technical reviews to ensure timely and accurate completion.
Lead technical discussions with customer IT teams regarding implementation, network requirements, validation activities, access management, and troubleshooting.
Partner with Engineering, Product Security, Regulatory, Legal, Marketing, and Customer Support teams to deliver customer-facing technical information and solutions.
Maintain and distribute approved technical, compliance, and cybersecurity documentation, including security summaries, certifications, software agreements, and architecture materials.
Support customer onboarding, product validation, identity management, and related implementation activities.
Develop knowledge base content, training materials, and standardized processes that improve operational efficiency and customer experience.
What You Will Need
Bachelor’s degree in Information Technology, Engineering, Business Administration, Healthcare Administration, or a related field.
Minimum 2 years of experience in technical support, customer support, IT support, customer success, or a customer-facing technical role.
Advanced English proficiency (written and verbal).
Experience using Microsoft Office applications.
Preferred Qualifications
Experience using ticketing or service management platforms such as Jira or ServiceNow.
Knowledge of cybersecurity concepts, cloud technologies, healthcare software, or information security standards.
Experience supporting cybersecurity reviews, security assessments, compliance documentation, or technical documentation processes.
Familiarity with software agreements, architecture documentation, certifications, or related technical materials.
