Job title: Portworx Technical Services Associate (TSA)
Location: Ultralag, Heredia
Education: Associate Degree in a technical field or equivalent work experience
Experience: Minimum 2 years in customer-facing technical support roles
No of Openings: 2
Summary:
- The Technical Services Associate (TSA) supports customers with their system deployments by providing entry-to-mid-level technical assistance, resolving common issues, and managing license provisioning and activation.
- The role requires troubleshooting technical problems across cloud and containerized environments while ensuring an excellent customer experience through timely communication, accurate resolution, and collaboration with senior technical teams.
Roles and Responsibilities:
- Manage and resolve low to mid-level technical issues in Portworx deployments across public and private clouds.
- Triage support cases by severity, track and manage issues end-to-end using ticketing systems.
- Apply documented troubleshooting steps to resolve routine issues; escalate complex problems as needed.
- Collaborate with senior engineers to analyze logs, reproduce issues, and drive timely resolutions.
- Communicate directly with customers via calls, email, and collaboration tools such as Zoom.
- Process license orders, deliver activation keys, and address related operational queries.
- Support trial extensions, Proof of Concept (POC) licenses, reconfigurations, and all license-related requests.
- Generate license usage reports for customers and internal stakeholders.
- Document case scenarios, contribute to knowledge base/FAQ articles, and promote customer self-service.
Required Skills:
- Minimum 2 years of customer-facing technical support experience.
- Technical familiarity with container technologies (Docker, Kubernetes).
- Strong understanding of Linux operating systems.
- Foundational knowledge of SAN, Fibre Channel, Ethernet, and iSCSI.
- Strong troubleshooting, critical thinking, and problem-solving skills.
- Excellent verbal and written communication skills.
- Self-motivated, adaptable, and able to work independently or as part of a team.
- Strong data verification, validation, and attention to detail.
- Flexibility to work shifts and participate in on-call rotations.
- Advanced English (C1)
Desired Skills:
- Certifications in Kubernetes, Cloud (AWS, Azure, IBM, GCP), or OpenShift.
- Experience documenting solutions and creating knowledge base articles.
If you’re passionate about solving problems, supporting cutting-edge container and cloud technologies, and helping customers succeed—Movate is the place for you!