Product Support Engineer

NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Product Support Engineer to join our team in Heredia, Costa Rica.

*NOTE* If you are open to Remote/ Work from Home please just indicate only the Country.

Product Support Engineer

The Product Support Engineer provides support to end users for specific application or system issues.

Position overview

The Product Support Engineer performs advanced operation/technical support duties that require independent initiative and judgment. May apply intermediate mathematical skills.

Position's General Duties and Tasks:

• Product Support Engineer identifies, researches and resolves technical problems of moderate complexity.
• Responds to telephone, email and online requests for technical support.
• Documents, tracks, and monitors the problem using applicable systems and tools.
• Decisions are typically focused on methods, tactics and processes for completing administrative tasks/projects.
• Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge.

Qualifications

Must have Skills:

6+ years of experience in help desk or technical support, providing Level 1 or Level 2 support to end users.
5+ years of experience with verbal and written communication, effectively conveying technical details to both technical and non-technical users.
5+ years of experience applying structured problem-solving skills to diagnose and resolve application and system issues.
8+ years of experience using Microsoft Office products, including Excel for data review and Outlook for communication and ticket tracking.
3+ years of experience supporting .NET-based applications, including error analysis, basic debugging, and user-side issue resolution.
2+ years of experience working in organizations that emphasize continuous improvement and consumer-focused service delivery. 

Nice to have, but not required:

1+ year of experience working in IT systems or infrastructure support roles, with exposure to software deployment or systems administration.
1+ year of experience with SQL, including querying for troubleshooting and data validation.
1+ year of experience using ticketing systems such as ServiceNow, Jira, or Zendesk to track

Education Requirements:

Associate's or bachelor’s degree in computer science, Information Technology or a related field

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion. Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.