As a Customer Care Associate with Convera based in our Costa Rica office, you will be responsible to provide Best in Class Care to Convera customers from first contact through to resolution or where cases are not resolved within the expected timeframes leading to dissatisfaction or complaint. This role will bridge the gap between what our customers need and what we’re delivering – allowing us to constantly evolve and exceed customer expectations.  

Objective of this role 

• Drive a seamless customer experience that creates positive sentiment for Convera brand.
• Develop in-depth knowledge of our product offerings and provide informative support and tailored recommendations to customers.
• Support the team and business goals by delivering Best in Class service to Convera customers. 

Responsibilities 

• Deliver friendly and professional service to customers through inbound, outbound and eService channels in high volume, fast-paced environment.  

• Quickly identify and solve problems of diverse scope on the spot. 

• Ability to devise solutions based on limited information and precedent and adapt existing approaches to resolve issues.  

• Evaluate processes, devise improvements, measure results, and iterate. Ability to imagine and ambitiously drives towards “Best in Class Customer Care”.  

• Drive first contact resolution while identifying barriers to excellent service and work towards eliminating them. 

• Understand regulatory requirements and how Convera’s policies and processes support our customers and our obligations. 

• Manage requests from external legal entities, Global Regulators eg: FMA, FCA and/or Global ADR bodies e.g.: UK Financial Ombudsman Service (FOS), Australian Financial Complaints Authority (AFCA) etc in connection with complaints. 

• Required to work on projects and assist with business improvements.  

• Supports leadership with delivering Management Information, regulatory reporting, analytical reporting, and statistical summaries. While demonstrating the ability to use data to draw a comprehensive, balanced view. 

Required skills and qualifications 

• A minimum of 1 year of related experience with a Bachelor’s degree; or equivalent work experience (Finance, Banking, Accounting...)
• Strong communication skills, both written and oral and can clearly explain complex information to customers and internal stakeholders.
• A passion for Best-in-Class Customer Care, a Customer Champion.
• Passion for providing an exceptional customer experience. 
• Strong problem solving and conflict resolution capabilities. 
• Ability to learn and adapt quickly to new technology and processes. 
• Be a self-starter and master of time management, the ability to multi-task, and prioritize consistently sustaining high levels of productivity and quality in a fast-moving growth focused organization. 
• The ability to remain calm and resilient when solving problems, facing challenges, and recovering from mistakes.
• Good knowledge of MS applications
• Ability to communicate fluently in English and Portuguese, verbally and written 

Preferred skills and qualifications 

• Experience in customer-facing role with direct responsibility of managing customers.
• Experience with data analytics tools.
• Excellent attention to detail.

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs.

Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including:

• Market competitive salary.
• Great career growth and development opportunities in a global organization.
• A flexible approach to work and a hybrid schedule with 2 days in office.
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).
• Shift Hours: Monday to Friday, Morning shift- 8:00-5:00pm.

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments.

Apply now if you’re ready to unleash your potential.

Como Asociado en Atención al Cliente en Convera, con sede en nuestra oficina de Costa Rica, serás responsable de brindar una atención de clase mundial a los clientes de Convera desde el primer contacto hasta la resolución, o en los casos que no se resuelvan dentro del tiempo esperado y generen insatisfacción o queja. Este rol cerrará la brecha entre lo que nuestros clientes necesitan y lo que estamos entregando, permitiéndonos evolucionar constantemente y superar sus expectativas.

Objetivo del puesto

• Impulsar una experiencia del cliente fluida que genere una percepción positiva de la marca Convera.
• Desarrollar un conocimiento profundo de nuestras ofertas de productos y brindar soporte informativo y recomendaciones personalizadas a los clientes.
• Apoyar al equipo y los objetivos del negocio ofreciendo un servicio de clase mundial a los clientes de Convera.

Responsabilidades

• Brindar un servicio amable y profesional a los clientes a través de canales de entrada, salida y eService en un entorno de alto volumen y ritmo acelerado.
• Identificar y resolver rápidamente problemas de diversa índole en el momento.
• Capacidad para idear soluciones con información limitada y precedentes, y adaptar enfoques existentes para resolver problemas.
• Evaluar procesos, proponer mejoras, medir resultados e iterar. Capacidad para imaginar y avanzar ambiciosamente hacia una “Atención al Cliente de Clase Mundial”.
• Promover la resolución en el primer contacto, identificando barreras para un excelente servicio y trabajando para eliminarlas.
• Comprender los requisitos regulatorios y cómo las políticas y procesos de Convera respaldan a nuestros clientes y nuestras obligaciones.
• Gestionar solicitudes de entidades legales externas, reguladores globales (por ejemplo: FMA, FCA) y organismos globales de resolución de disputas (por ejemplo: UK Financial Ombudsman Service, Australian Financial Complaints Authority).
• Participar en proyectos y colaborar con mejoras del negocio.
• Apoyar a la dirección en la entrega de información gerencial, reportes regulatorios, análisis y resúmenes estadísticos, demostrando capacidad para usar datos y obtener una visión integral y equilibrada.

Habilidades y requisitos necesarios

• Mínimo 1 año de experiencia relacionada con título universitario; o experiencia laboral equivalente (Finanzas, Banca, Contabilidad...).
• Fuertes habilidades de comunicación, tanto escrita como oral, con capacidad para explicar información compleja a clientes y partes interesadas internas.
• Pasión por la atención al cliente de clase mundial; ser un defensor del cliente.
• Entusiasmo por brindar una experiencia excepcional al cliente.
• Sólidas habilidades para resolver problemas y manejar conflictos.
• Capacidad para aprender y adaptarse rápidamente a nuevas tecnologías y procesos.
• Ser proactivo y tener excelente gestión del tiempo, capacidad para realizar múltiples tareas y priorizar, manteniendo altos niveles de productividad y calidad en una organización enfocada en el crecimiento.
• Capacidad para mantener la calma y resiliencia al resolver problemas, enfrentar desafíos y recuperarse de errores.
• Buen conocimiento de aplicaciones de Microsoft.
• Capacidad para comunicarse fluidamente en inglés y Portugues, tanto verbal como escrito.

Habilidades y requisitos deseables

• Experiencia en roles de atención al cliente con responsabilidad directa en la gestión de clientes.
• Experiencia con herramientas de análisis de datos.
• Excelente atención al detalle.

Sobre Convera

Convera es la empresa de pagos transfronterizos B2B más grande del mundo fuera del sector bancario. Anteriormente conocida como Western Union Business Solutions, aprovechamos décadas de experiencia en la industria y soluciones tecnológicas para ofrecer movimientos de dinero más inteligentes a nuestros clientes, ayudándolos a obtener más valor en cada transacción. Convera atiende a más de 30,000 clientes, desde pequeñas empresas hasta grandes corporaciones, instituciones educativas, financieras, bufetes de abogados y ONGs.

Nuestros equipos se preocupan profundamente por el valor que brindamos a nuestros clientes, lo que hace de Convera un lugar de trabajo gratificante. Este es un momento emocionante para nuestra organización, ya que estamos formando un equipo con personas orientadas al crecimiento y a los resultados, que buscan avanzar rápidamente en un entorno innovador.

Como empresa verdaderamente global con empleados en más de 20 países, nos apasiona la diversidad; buscamos y celebramos personas de diferentes orígenes, estilos de vida y puntos de vista únicos. Queremos trabajar con los mejores talentos y fomentar una cultura de inclusión y pertenencia.

Ofrecemos una amplia gama de beneficios competitivos, incluyendo:

• Salario competitivo en el mercado.
• Grandes oportunidades de crecimiento profesional en una organización global.
• Enfoque flexible de trabajo y horario híbrido con 2 días en oficina.
• Seguro generoso (salud, discapacidad, vida).
• Días festivos, tiempo libre y políticas de licencia para eventos importantes (maternidad, paternidad, adopción).
• Oportunidades de voluntariado pagadas (5 días al año).
• Horario: lunes a viernes, turno matutino de  8:00 a.m. a 5:00 p.m.

Hay muchas oportunidades increíbles en Convera para personas talentosas, creativas y resolutivas que nunca se conforman con lo suficiente y buscan transformar los pagos B2B.

¡Postúlate ahora si estás listo para liberar tu potencial!

About Backblaze

Backblaze provides reliable, high-availability cloud storage trusted by consumers, SMBs, enterprises, and developers in over 150 countries. Backblaze B2 Cloud Storage supports data-intensive workloads including backup, media, analytics, and modern AI pipelines. Our teams focus on building durable, scalable systems with a strong emphasis on developer experience and operational efficiency.

But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. We’re seeking a Software Engineer, AI to join our team!

What You’ll Do:

• Use AI-assisted development tools, including Claude Code, to accelerate implementation while validating correctness, security, and performance.
• Design and build server-side APIs that authenticate users, accept and manage backups, handle large-scale data operations, and prepare restored data for customers across our global user base.
• Collaborate with Product, QA, and Support teams to ensure both backend features reflect real customer workflows and usage patterns.
• Build and maintain support tooling to help diagnose and resolve customer issues at scale.
• Ensure all code and open source assets meet high standards for testing, documentation, reproducibility, and developer usability.

Tools and Technologies

• AI coding agents such as Claude Code, Cursor, Codex, and Antigravity
• Languages: Python, TypeScript, Go, JavaScript, Java (and other languages common in the open source ecosystem)
• Backblaze B2 SDKs and REST APIs
• Open source AI frameworks and tooling (e.g. LangChain, LlamaIndex, vector databases)
• SQL and NoSQL backend development (experience with large-scale distributed databases a plus)
• GitHub, pytest, CI/CD pipelines
• Large-scale server infrastructure (Linux, cross-platform awareness)

The Right Fit:

• 2+ years of backend software engineering experience, ideally on systems that serve millions of users across multiple platforms.
• Proficiency in one or more backend languages (Java, Python, TypeScript, or similar); comfortable picking up new languages as needed.
• Practical understanding of AI workflows — data ingestion, preprocessing, inference, and agent-based orchestration.
• Experience building or working with large-scale APIs and distributed storage or data systems.
• Production-quality coding habits: rigorous testing, clear documentation, and attention to security and performance.
• Customer-focused mindset — you think about the developer and end-user experience in everything you build.
• Strong written communication skills; you can explain technical decisions clearly to both engineers and non-engineers.
• Good attitude, cross-functional collaboration skills, and a genuine desire to work in a fast-paced environment with evolving requirements.

Bonus Points For:

• Experience building or evaluating AI agents and multi-step tool-use systems.
• Experience with Cassandra or other large-scale NoSQL systems.
• Familiarity with ReactJS or front-end frameworks.
• Prior work with vector databases or embedding pipelines.

Why Backblaze: 

• Build open source software used by developers worldwide.
• Work at the intersection of AI, data, and cloud storage.
• Collaborate with experienced engineering, product, and QA teams.
• Competitive compensation and benefits.
• Remote-first culture supporting work-life balance.

At this point, we hope you're feeling excited about the job description you're reading. Even if you don't meet every requirement, we still encourage you to apply. Learning, developing, and growing are key parts of our culture. We're eager to meet people who believe in our mission and can contribute to our team in various ways. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.

At Backblaze, we value being fair and good to our customers, partners, and employees. That’s why diversity, equity, and inclusion are at the core of our values. We are committed to fostering a workforce where all employees feel a sense of belonging regardless of race, ethnicity, nationality, gender, sexual orientation, age, religion, socio-economic status, ability, veteran status, and education. We believe that our dedication to cultivating a diverse workspace not only allows us to better serve our customers in over 175 countries but further reinforces our commitment to doing the right thing. We are proud to be an Equal Opportunity Employer.

To understand more about the data we collect and process as part of your application, please view our Backblaze Employee Privacy Notice.

#LATAM

Backblaze is the object storage leader in the open cloud movement, fueling customer success with cloud storage built purposefully to unlock budgets, unburden administrators, and unleash innovators. Together with our partners, we’re helping customers break free from the restrictive, overpriced legacy solutions that hold them back, and blaze forward with the full power of the open cloud in their hands.

Founded in 2007, we scaled the business with less than $3 million in outside funding until 2021, when we did a traditional IPO on the Nasdaq stock exchange. Today, Backblaze generates over $100m in revenue and is the leading specialized storage cloud - managing over three billion gigabytes of data storage for 500K+ customers in 175+ countries, including businesses, developers, IT professionals, and individuals. 

But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. We're seeking a Sr. Technical Program Manager!

What You'll Do: 

We are seeking a Senior Technical Program Manager to join a growing PMO team, with focus on program delivery, driving portfolio management and operating model practices for Backblaze.

• Drive program planning and execution through program management best practices, manage risk and dependencies across multiple programs and teams
• Drive portfolio management practices as required, which includes overseeing the portfolio delivery pipeline across multiple projects, from incoming requests to evaluation/discovery to successful delivery
• Ensure cross-functional alignment on program goals, strategy, scope, timelines, decisions and outcomes
• Apply your “T” in TPM (technical skill set) as an active contributor in technical requirements and design conversations with the program teams
• Foster a culture of transparency and trust, apply lean value-driven approach, manage by influence, support and empower technical teams through servant leadership
• Ensure strong lines of communication and regular updates to stakeholders
• In partnership with other TPMs, participate in implementation of continuous cross-functional process improvement initiatives

The Right Fit: 

• 5+ years of Program, Portfolio and Process Management experience
• A combination of strong technical background and leadership
• Experience working with cross-functional teams in a fast paced environment
• Comfortable with operating in high uncertainty environments, ability to synthesize data from multiple sources and teams into a structured program roadmap
• Excellent analytical and problem solving skills
• Ability to manage by influence, identify underlying issues, solve problems and conflicts
• Strong verbal, written communication skills
• Experience with Atlassian & Google product suites a plus
• Highly detailed-oriented and exceptional organizational and follow-through skills a must

At this point, we hope you're feeling excited about the job description you're reading. Even if you don't meet every requirement, we still encourage you to apply. Learning, developing, and growing are key parts of our culture. We're eager to meet people who believe in our mission and can contribute to our team in various ways. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.

At Backblaze, we value being fair and good to our customers, partners, and employees. That’s why diversity, equity, and inclusion are at the core of our values. We are committed to fostering a workforce where all employees feel a sense of belonging regardless of race, ethnicity, nationality, gender, sexual orientation, age, religion, socio-economic status, ability, veteran status, and education. We believe that our dedication to cultivating a diverse workspace not only allows us to better serve our customers in over 175 countries, but further reinforces our commitment to doing the right thing. We are proud to be an Equal Opportunity Employer.

To understand more about the data we collect and process as part of your application, please view our Backblaze Employee Privacy Notice.

#LATAM

Why we're hiring:

At WPP, technology is at the heart of everything we do, and it is the Technology Operations teams mission, as part of Enterprise Technology, to enable our stakeholders to collaborate, create and thrive. Enterprise Technology is undergoing a significant transformation to modernise ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP’s petabytes of data. 

As an IT Support Analyst, you will play a key role in supporting our employees, agencies, and clients with reliable, modern technology solutions. You’ll be part of a collaborative, global Technology Operations team, providing essential on-site support and helping drive our transition to cloud-based services and digital experiences. 

What you'll be doing:

• Deliver exceptional on-site IT support to WPP employees, agencies, and visiting clients, in line with WPP standards
• Provide remote support to regional offices as needed
• Ensure deskside operations and standard technology services, including meeting room AV, are maintained and supported
• Build strong relationships with business users, understanding their needs and delivering tailored support
• Champion a customer-focused approach, empowering end users to make the most of technology tools
• Educate users on IT services, policies, and best practices
• Accurately log all IT engagements in the ticketing system for reporting and performance tracking
• Manage onboarding and offboarding processes, including account administration and asset management
• Resolve Level 1 and 2 incidents, collaborating with internal and external teams for timely resolution
• Maintain security protocols and monitor third-party engagements
• Escalate complex issues to Infrastructure or Management teams when required
• Support user and office relocations, hardware/software deployments, and warranty replacements
• Manage IT asset procurement, inventory, and lifecycle
• Contribute to the Service Desk knowledge base and documentation
• Collaborate with global IT functions to implement standards and support local business needs
• Facilitate infrastructure refreshes and basic device troubleshooting
• Support software licensing reviews and compliance activities
• Be available for occasional out-of-hours support
• Perform other duties as required

What you'll need:

• 3–5 years’ experience in IT help desk or deskside support roles
• This is a 100% on-site role; you must be able to work from one of our designated office locations
• Strong cross-platform expertise in Windows and Mac OS; working knowledge of AV technology
• Excellent problem-solving skills and a proactive, can-do attitude
• Empathy and effective communication skills with diverse end users
• Ability to build trust-based relationships and collaborate across teams
• Strong written and verbal English communication skills (advanced level required)
• Effective time management and prioritization abilities
• Professional, approachable demeanor under pressure

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

#LI

Role

We’re looking for a Senior Threat Hunter to join our team. The role will be located remote in Costa Rica reporting to the Director of Threat Hunting as part of the Zscaler Threat Hunting team. 

This role is a customer facing role, responsible for delivering white-glove threat hunting deliverables to customers. As a Threat Hunter, you will split your time between exploring Zscaler customer telemetry to identify potential threats and interacting directly with customers to discuss these potential threats. For this position, we’re looking for someone to work standard business working hours with occasional on-call duties.

What You’ll Do (Role Expectations)

• Leverage deep, hands-on expertise in threat hunting, incident response, and security operations to proactively hunt, detect, defend, and advise for managed threat hunting customers
• Serve as a trusted security advisor to customers by writing and delivering tailored threat hunt findings, executive presentations, and strategic recommendations to a range of stakeholders from SOC analysts to CISOs
• Analyze customer web proxy telemetry against modern adversary Tactics, Techniques, and Procedures (TTPs) by utilizing SIEM-like tools (e.g. Splunk, Microsoft Sentinel, ElasticSearch) and by writing code (e.g. Python and SQL) to implement high-fidelity detection logic and actionable hunt hypotheses
• Review the output of detection engineering systems and the work of other analysts to continually improve our customer facing deliverables

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You are a learner. You have a true growth mindset and never stop developing yourself, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.  

What We’re Looking for (Minimum Qualifications)

• Bachelor’s degree in cybersecurity, computer information systems, computer science,, or a related field
• 3+ years in Threat hunting, Incident response, Cybersecurity consulting, Security operations, Malware analysis, Blue teaming, Purple teaming, Network defense with at least 1 of those focused on Threat Hunting or Consulting.
• Deep expertise in threat hunting

What Will Make You Stand Out (Preferred Qualifications)

• You've presented at cybersecurity industry conferences
• You’re familiar with Zscaler Internet Access (ZIA) telemetry 
• You’ve briefed or presented to a wide range of cybersecurity professionals (from SOC analysts to CISOs)

#LI-Remote #LI-JG1 #LI-CostaRica

Role 

We are looking for an Associate Velocity Sales Engineer to join our Virtual Service Center team. This is a remote role based in Costa Rica, reporting to the Senior Manager, Partner Sales Engineering. The Associate Velocity Sales Engineer is part of the Solution Center team, supporting partners and internal teams with foundational technical pre-sales activities. This role focuses on learning, executing, and gradually building the skills required to influence partner-led opportunities. You’ll work alongside senior engineers to support demos, discovery, and partner enablement—while developing the technical and business acumen needed to grow into a full Velocity SE.

What you’ll do (Role Expectations)

• Provide inbound technical support to partners, distributors, and internal teams through basic discovery, positioning, and demos
• Assist with product demos and Solution Demo Center (SDC) sessions, including co-selling support alongside senior SEs
• Configure, maintain, and support demo/lab environments and reusable demo assets/documentation
• Participate in partner enablement including onboarding, trainings, and workshops
• Collaborate with the global Solution Center team to deliver timely, cross-region support and align solutions to customer needs

Who You Are (Success Profile)

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You are customer-obsessed. You build deep empathy for the customer—both internal and external—and anchor your decisions in solving their real-world problems. You champion their needs from start to finish, knowing their success is our success.
• You operate with urgency. You understand that in a high-growth environment, speed and quality are not mutually exclusive. You have a relentless focus on execution and a bias for action, delivering high-impact results quickly to win for the customer and the team.
• You champion simplicity. You are skilled at distilling complex problems, user needs, and technical concepts into clear, simple, and actionable plans. You are a precise communicator who brings clarity and focus to every interaction.

What We’re Looking for (Minimum Qualifications)

• 0–2 years of experience in technical roles such as internships, support, junior SE, networking, or security roles
• Basic understanding of networking fundamentals including TCP/IP, DNS, HTTP, and VPN concepts
• Bachelor’s degree or equivalent experience
• Willingness to travel occasionally, approximately 10%
• Professional proficiency in English; Portuguese language skills are a plus

What Will Make You Stand Out (Preferred Qualifications)

• Exposure to security concepts such as SWG, ZTNA, DLP, or CASB, even at a high level
• Experience with demos, labs, or customer-facing roles
• Certifications or coursework in networking or security

#LI-Remote #LI-CostaRica #LI-DS9

We are looking for a Customer Success Engineer to join our AMS Customer Success Engineering organization in Costa Rica, reporting to the Manager, Customer Success Engineering. You will be part of a global, customer-focused team dedicated to delivering high-impact experiences and solving complex customer challenges. By using data and insights, you will provide expert support to help customers achieve their goals and maximize value from our technology while fostering a customer-centric culture that drives adoption and growth.

What you’ll do (Role Expectations)

• Partner with Customer Success and Sales teams to drive customer outcomes and value across segments

• Lead technical workshops with large customers and provide environment-specific recommendations to increase value realization

• Present at customer events, such as User Groups, on best practices, use cases, and recommendations across Zscaler technologies

• Deliver internal technical enablement sessions to Customer Success Managers to help scale adoption through training and adoption playbooks

• Work cross-functionally with Customer Success, Product Engineering, and Support teams to ensure seamless service delivery

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.

• You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact.

• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.

• You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

What We’re Looking for (Minimum Qualifications)

• Deep experience in a customer-facing technical role, such as Solutions Engineering, within enterprise organizations

• Proven ability to simplify and tailor complex technical messaging for technical, management, and executive audiences

• Strong capability to translate technology features into business impact to support value realization conversations

• Professional-level English communication skills, both written and verbal

What Will Make You Stand Out (Preferred Qualifications)

• Subject matter expertise in two or more areas including Internet/security protocols, Authentication/SAML, Web-based infrastructure, or AI Security

• Demonstrated discovery and influencing skills with evidence of driving meaningful adoption and value realization

#LI-Hybrid #LI-IA1

We are looking for a Quote Support Advisor-Americas to join our Deal Desk Operations team. This role is based in Costa Rica with hybrid flexibility to accommodate team and manager needs, reporting to the Quote Support Manager-Americas. Working collaboratively with Go-To-Market teams, the Quote Support Advisor supports Sales by ensuring appropriate quote structure and providing guidance with a focus on financial and revenue compliance. Our ideal candidate is a high-energy, team-first, value-add business partner who thrives in a fast-paced, ever-changing environment.

What you’ll do (Role Expectations)

• Be a ‘Subject Matter Expert’ on Salesforce CPQ, quote and deal process
• Collaborate with Deal Desk, Legal, Finance, Product, Pricing, and Sales to drive deal accuracy and efficiency through sales process
• Assist and guide Sales on sku/product configuration, quote structuring, standard corporate, financial, and sales policies
• Cultivate internal relationships at all levels of your coverage
• User acceptance testing when new quote processes and/or system functionality are implemented

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
• You are a learner. You have a true growth mindset and never stop developing yourself, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.
• You are a positive force. You approach hard problems with constructive energy and a 'can-do' spirit that is contagious, inspiring your team to stay focused on the solution.
• You operate with urgency. You understand that in a high-growth environment, speed and quality are not mutually exclusive. You have a relentless focus on execution and a bias for action, delivering high-impact results quickly to win for the customer and the team.
• You are resilient and adaptable. You view change as an opportunity and setbacks as temporary. You maintain composure and focus in high-pressure situations, guiding yourself and your team through complexity with a steady, positive hand.

What We’re Looking for (Minimum Qualifications)

• Demonstrated experience working cross-functionally with Go-To Market and System Support teams
• 3+ years experience in a Sales Operations Support, Quote Support or Order Management
• Results driven with excellent attention to detail, ability to work under pressure, dependable with deliverables and deadlines, and able to make tough decisions to solve problems
• Active listener and effective communicator – written and verbal,  in person and virtual
• Proficient with Salesforce.com, Quote applications (preferably CPQ), MS Office, and G-suite

What Will Make You Stand Out (Preferred Qualifications)

• Experience in High-Tech/SaaS industry
• Bachelor's degree in Business Administration/Management, Finance or a related field

#LI-Hybrid  #LI-DS9

We are looking for a Quote Support Manager to join our Deal Desk Operations team. This role is based in Costa Rica with hybrid flexibility to accommodate team and manager needs, reporting to the Director, Global Deal Operations. The Quote Support Manager will support Sales and the deal process while managing the Quote Support team, ensuring successful execution of the quote process with adherence to strategy, commitments, and goals, as well as compliance with policies and procedures. You’ll be responsible for leading and developing an efficient and productive team while supporting the Sales organization.

What you’ll do (Role Expectations)

• Provide day to day leadership, providing guidance to a team of analysts on decision making and critical thinking, supporting the business in achieving long term goals
• Subject Matter Expert on your team’s activities and responsibilities and serve as an escalation point on Quote-To-Order processes, identifying cause, and ensuring appropriate resource(s) are engaged for resolution
• Partner with peer organizations and leadership to drive global best practices, refine policies, strategies, and processes
• Leverage reporting and analytics to mitigate potential contract and order issues as well as for measuring the team’s key performance indicators
• Work with your team members to create goals that support their career development objectives

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You think at scale. You connect your day-to-day work to the larger company mission and think globally. You build solutions, processes, and teams that are not just effective today but are built to last and support a high-growth, global organization.
• You lead with integrity. You do the right thing, even when it’s hard. You hold yourself and others to a high standard of accountability and build trust by matching your words with consistent, transparent action.

What We’re Looking for (Minimum Qualifications)

• Demonstrated lead or management experience
• 5+ years experience in a Deal Desk, Sales Operations Support, Quote Support, or Order Management
• Results driven with excellent attention to detail, ability to work under pressure, dependable with deliverables and deadlines, and able to make tough decisions to solve problems
• Active listener and effective communicator – written and verbal,  in person and virtual; able to explain complex 
• Proficient with Salesforce.com, Quote applications (preferably CPQ), MS Office, and G-suite, Tableau, and Salesforce Reporting

What Will Make You Stand Out (Preferred Qualifications)

• Experience in High-Tech/SaaS industry
• Bachelor's degree in Business Administration/Management, Finance or a related field

#LI-Hybrid #LI-CostaRica  #LI-DS9

Role

We’re looking for a Senior Detection Engineer to join our team. The role will be located in Costa Rica reporting to the Senior Manager of Threat Hunting as part of the Zscaler Threat Hunting team. 

Detection Engineers are responsible for advancing threat detection and hunting capabilities of our managed threat hunting service: Zscaler Threat Hunting. This role involves combining Threat Researcher and Detection Engineering skills to develop next-generation detection logic for our threat hunters, utilizing tools like Python, SQL AWS services, YAML-based detection logic, and SIGMA-like rules. The role also contributes to the scalability and maintenance of engineering projects, leveraging data platforms such as Hadoop and Athena. Finally, this position requires independently writing and updating detections and playbooks, which includes working flexible hours, such as weekend night shifts and providing on-call support.

What We're Looking for (Minimum Qualifications)

• Hands-on experience developing and implementing detection rules in a Security Information and Event Management (SIEM) tool, such as Splunk, Microsoft Sentinel, or ElasticSearch
• Familiarity with MITRE ATT&CK framework and experience translating TTPs into actionable detection logic
• Scripting and automation skills using Python for developing and managing detection infrastructure
• Must have excellent reporting and analytical skills and experience writing and optimizing IDS/IPS and YARA signatures
• Must be able to validate detection logic, perform root cause analysis of detection failures, and deliver recommendations for platform improvements

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You are a learner. You have a true growth mindset and never stop developing yourself, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.  

What Will Make You Stand Out (Preferred Qualifications)

• Proven experience in one or more of the following - detection engineering, threat hunting, security operations, malware analysis, blue teaming, or network defence
• Bachelor’s or graduate degree from a four-year college or university (preferably in Computer Science, Engineering, or a related discipline), or equivalent security industry work experience
• Significant and demonstrable experience as a Senior Detection Engineer, leading the development of complex detection strategies and mentoring junior team members
• Experience in network-based threat detection and signature development (e.g., Snort/Suricata rules)

#LI-Remote #LI-JG1 #LI-CostaRica

We are looking for a Senior Learning Designer to join our Costa Rica team in-office, reporting to the Senior Director, Talent Development within the People & Culture organization. You’ll be empowered to craft high-impact instructional content that creates real business value, elevates employee capability, and strengthens our culture.

What You’ll Do (Role Expectations)

• Design for Impact: Design, develop, and land global and regional learning solutions with a focus on adult learning principles, utilizing robust needs analyses to drive instructional strategy and deliver measurable business impact.
• Agile Development: Operate across both strategic and tactical levels to co-create, launch, iterate, and optimize diverse learning modalities (eLearning, ILT, vILT, microlearning) wherever needed.
• Deliver Excellence: Build trust through consistent, high-quality execution and instructional excellence that ensures all learning materials align with our mission and values.
• Manage Projects: Proactively communicate concise, action-based updates while surfacing design risks and project progress early to maintain momentum.
• Collaborate & Improve: Champion continuous improvement in our curricula, actively collaborating with Subject Matter Experts (SMEs) across functions, challenging ideas constructively to commit to the best instructional decisions.

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the learning path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You are a learner. You have a true growth mindset and never stop developing yourself, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.
• You are a positive force. You approach hard problems with constructive energy and a 'can-do' spirit that is contagious, inspiring your team to stay focused on the solution.
• You think at scale. You connect your day-to-day instructional design work to the larger company mission and think globally. You build learning solutions, content, and frameworks that are not just effective today but are built to last and support a high-growth, global organization.

What We’re Looking for (Minimum Qualifications)

• Experience: Minimum 5 years of progressive experience in instructional design, learning experience design, or curriculum development in corporate or high-growth environments.
• Scale & Delivery: Demonstrated ability to design and deliver large-scale, global learning initiatives with measurable business outcomes and strong project management capabilities.
• Mindset: Strong execution mindset with genuine ownership, a bias for action, and the humility to adapt when learning plans or business circumstances shift.
• Collaboration: Proven track record of breaking down silos to collaborate with senior leaders, SMEs, and diverse global teams, driving shared ownership of learning outcomes and fast results.
• Communication: Direct communication style that brings clarity, handles ambiguity effectively, and balances high-level educational strategy with tactical design details.

What Will Make You Stand Out (Preferred Qualifications)

• Agile ID: Experience adapting to high-growth technology environments, with a willingness to launch learning MVPs and iterate content based on user feedback.
• Technical Proficiency: Solid hands-on experience with modern authoring tools and a practical understanding of adult learning methodologies and basic evaluation methods.
• Cultural Alignment: Familiarity with Zscaler values and leadership principles, bringing a collaborative, solutions-oriented mindset and a willingness to engage in constructive problem-solving.

#LI-IA1 #Hybrid

About the Role

The Product Support Representative is responsible for delivering high-quality, accurate resolutions to customers while adhering to stipulated policies and procedures. This role emphasizes troubleshooting issues, providing proactive solutions, and ensuring customer satisfaction. Successful representatives will leverage product knowledge, communication skills, and available tools to resolve inquiries efficiently, meet performance metrics, and contribute to a collaborative team environment. 

Your Area of Focus 

• Handle a high volume of inbound calls daily, ensuring timely and accurate responses to customer inquiries.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Respond promptly and accurately to customer inquiries, utilizing skills to identify and address root causes of issues demonstrating effective troubleshooting skills.
• Communicate effectively with customers through phone, email and chat, asking targeted questions to gain a full understanding of their concerns and ensuring clarity and understanding. 
• Acknowledge and resolve customer inquiries by demonstrating active listening, understanding their concerns, and delivering tailored solutions that address their needs effectively.
• Gain and maintain in-depth knowledge of Tebra products, tools, and resources to guide customers effectively. 
• Document and maintain detailed records of customer interactions, transactions, comments, and complaints for effective issue tracking.
• Collaborate and communicate with team members and leadership to resolve complex or recurring issues and coordinate with colleagues as necessary.
• Meet or exceed established performance metrics, including customer satisfaction, resolution time, and quality benchmarks. 
• Ensure customer satisfaction and provide professional customer support.
• Contribute to a culture of continuous improvement by identifying and advocating for process and tool enhancements.

Professional Qualifications

• Minimum of 12 months experience in Customer Support, preferably in SaaS or software/cloud-based environments.
• U.S. healthcare and /or U.S. healthcare billing experience is highly desired.
• Demonstrated ability to troubleshoot and resolve technical issues independently and effectively.
• Proven ability to remain calm, resourceful, and empathetic under pressure or in challenging customer interactions.
• Strong verbal and written English communication skills, with a focus on clarity and customer understanding.
• High school diploma, general education degree, or equivalent.
• Proficiency in multitasking by handling multiple conversations, systems, and tasks simultaneously while maintaining high-quality performance.
• Typing speed and accuracy sufficient to capture detailed notes and engage in real-time communication with customers effectively.
• Strong soft skills, including active listening, adaptability, and the ability to understand and respond to customer emotions effectively, contributing to a positive customer experience.
• Proficiency in using customer support tools, ticketing systems, and software applications.
• Strong initiative and performance-driven, with a track record or meeting or exceeding performance metrics.
• Team player with the ability to collaborate effectively while maintaining individual accountability.
• Desirable: Experience working in technical support or working with cloud-based software solutions. 

(For Recruiter use only) #LI-EH1 #LI-Hybrid 

WHO WE ARE 

Zeta Global (NYSE: ZETA) is the AI-Powered Marketing Cloud that leverages advanced artificial intelligence (AI) and trillions of consumer signals to make it easier for marketers to acquire, grow, and retain customers more efficiently. Through the Zeta Marketing Platform (ZMP), our vision is to make sophisticated marketing simple by unifying identity, intelligence, and omnichannel activation into a single platform – powered by one of the industry’s largest proprietary databases and AI. Our enterprise customers across multiple verticals are empowered to personalize experiences with consumers at an individual level across every channel, delivering better results for marketing programs. Zeta was founded in 2007 by David A. Steinberg and John Sculley and is headquartered in New York City with offices around the world. To learn more, go to www.zetaglobal.com.

JOB OVERVIEW

Zeta Global helps brands build stronger customer relationships through data-driven marketing. Zeta’s Marketing Platform (ZMP) is an AI-enabled Martech solution that supports customer acquisition, retention, and growth through personalized engagement. The platform supports use cases across messaging, loyalty, and customer experience, with solutions designed to scale for enterprise and mid-market organizations. Zeta works with brands across North America, Europe, and Asia-Pacific to deliver measurable marketing performance. 

The Project Manager (PM) is responsible for leading the end-to-end delivery of client-facing projects, ensuring execution against scope, schedule, budget, and quality expectations. The PM establishes project governance, drives cross-functional planning and coordination, and manages stakeholder communication and risk. As the primary day-to-day owner of delivery, the PM ensures timely decision-making, clear accountability, and successful project outcomes from initiation through closeout. 

 Responsibilities 

• Deliver assigned projects (implementation and one-time engagements) by developing comprehensive project plans that define objectives, timelines, budgets, and resource requirements to deliver the contracted scope. 

• Coordinate project activities, ensuring adherence to project milestones and deliverables.  

• Monitor and track progress, identifying and addressing any issues or risks that may impact project success.  

• Manage project forecasting and resource planning throughout the project lifecycle.  

• Clearly identify resource demand based on detailed project plans.  

• Lead recurring status reviews and stakeholder communications, escalating risks, decisions, and dependencies as required.  

• Develop and maintain project documentation and reporting (e.g., plans, RAID logs, status reports), providing clear visibility to internal and client stakeholders.  

• Define and lead cross-functional project teams (e.g., Technical Services, Production Services, Strategy, Client Success, Global Support and Sales), assigning tasks and responsibilities based on a defined RACI matrix. 

• Define work packages and assignments aligned to contracted scope, ensuring adherence to budget, quality standards, and schedule.  

• Foster a culture of accountability and continuous improvement across the delivery team. 

• Identify and engage project stakeholders, establishing clear communication channels and managing expectations.  

• Identify and assess project risks, developing mitigation strategies and contingency plans.  

• Proactively manage changes to project scope, timelines, and resources, ensuring proper documentation and communication.  

• Monitor and control project budgets, identify cost-saving opportunities, and implement appropriate measures.  

• Collaborate with the Program Director, Portfolio Program Manager (as applicable), and resource owners to ensure appropriately skilled and experienced resources are assigned to the project.  

• Support Sales by coordinating estimates and validations, assessing implementation risks, and reviewing statements of work for completeness and feasibility.  

• Ensure deliverables meet defined quality standards and client requirements, coordinating reviews and approvals as needed.  

• Ensure delivery of the contracted scope and align with the project team on roles, responsibilities, and success criteria. 

PEOPLE & CULTURE AT ZETA

Zeta considers applicants for employment without regard to, and does not discriminate on the basis of an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Zeta discriminate on the basis of sexual orientation, gender identity or expression.  

We’re committed to building a workplace culture of trust and belonging, so everyone feels invited to bring their whole selves to work. We provide a forum for employees to celebrate, support and advocate for one another. Learn more about our commitment to diversity, equity and inclusion here:  https://zetaglobal.com/blog/a-look-into-zetas-ergs/ 

ZETA IN THE NEWS!

https://zetaglobal.com/press/?cat=press-releases 

***Proficiency in spoken and written English at an advanced level is required for this role.

A day in the life:

As a Senior Account Director, you’ll be responsible for working with clients in the Healthcare division. You will have a broad and varied background with hands-on experience across many digital marketing channels and tools. This role will work to drive performance through integrated marketing tactics across paid, owned and earned channels. As a seasoned business consultant, the Senior Account Director will guide and counsel clients on how marketing tactics can drive business outcomes. The Senior Account Director will manage direct reports and lead cross-functional account teams of highly-talented marketers by working closely to optimize their efforts and provide strategic guidance. In collaboration with Account Managers, they will spearhead service expansions, manage media, craft testing roadmaps and lead tactical pivots when necessary. Additionally, you will demonstrate exceptional leadership by gaining trust and providing unmatched strategic insight to their cross-functional account teams. Within the Client Services department, the Senior Account Director will also be responsible for leading key initiatives within the team such as talent acquisition, training or product quality. This is an exciting role for a seasoned digital marketer seeking an opportunity to lead innovative, growth-oriented  marketing campaigns.

Responsibilities:

• Client-centric Communication: Establishes a strong relationship with client key decision makers by hosting monthly one-on-one check-ins to review holistic business performance, gauge sentiment, solicit feedback and share additional opportunities to support the business goals
• Marketing Strategy: Leads the cross-functional account teams with a comprehensive strategy across paid, owned and earned channels to meet or exceed client business objectives; Demonstrates proficiency in cross-channel media planning and testing roadmaps, including the connection of a client’s product, audience and media
• Client Performance & Results: Ensures that at least 75% of their client roster is hitting their goals/forecast targets within the partnership.
• Data-driven Insights: Leverages data and analytics, such as first-party data tools like Google Analytics and Looker Studio, to identify strategic opportunities; Translates learnings into clear and concise reporting with actionable next steps
• Measurement Frameworks: Uses overlapping datasets to find the truth and make better marketing decisions; Prioritizes business metrics to guide strategy and budgets; Leverages platform or attribution metrics to inform tactical daily optimizations; Uses incrementality to validate when needed
• Team Coaching and Development: Leads by example and practices servant leadership; Delivers timely, specific feedback to team members to up-level business acumen and connect the marketing objectives to business objectives
• Existing Account Manager Support: Shadows and provides coaching and feedback to new hires within the first 90 days and/or existing Account Managers to ensure high product quality and assist in coaching any skill gaps
• Client Portfolio: Manages a diverse set of clients totaling with specific target monthly recurring revenue
• Client Retention: Leads the contract renewal strategy by following the established client renewal process and timelines.  Takes a proactive approach to the process, beginning at least 90 days in advance of the contract expiration date by preparing the  presentation and proposal development alongside the Account Manager to extend client partnerships.  Reviews and analyzes client contracts on a regular basis to ensure goals are on target
• Service Expansions: Works with the Account Manager and the internal account team to identify additional strategies to improve performance and expand client partnerships. 
• Own the strategic coaching and development of Account Managers and Resource Team leads, ensuring teams can independently connect channel execution to client business outcomes and confidently lead client conversations
• Elevate client-facing excellence across accounts, coaching teams on storytelling, executive presence, and emotional intelligence to deliver clear, polished recommendations
• Scale team capability and consistency, developing AMs as strategic leaders, reinforcing shared expectations across accounts, and balancing client demands with team capacity to drive sustainable performance.
• Department Operations: Plays an active role in supporting key department initiatives such as recruitment, staffing, training, onboarding and more
• Specialty Focus Area: Identifies a focus area within the department that aligns with the individual’s skill set; Creates a roadmap alongside the Account Manager to enhance and optimize that focus area (e.g., Training, Reporting, Talent Acquisition)
• Responsible for other tasks and projects as assigned by Client Services department leadership, as needed
• Employ AI technologies to enhance and optimize business processes

Role Requirements:

• Bachelor's Degree in Marketing, Communication or related discipline
• 10+ years cross-channel digital marketing experience, including: strategic planning, consumer insights, digital integration and client services, ideally in a digital or media agency
• Proven track record of delivering high customer satisfaction scores through NPS or similar retention metrics
• Strong understanding of paid media, particularly Google Ads and Meta Ads
• Working knowledge of SEO, Analytics, and Creative workflows and deliverables
• Experience speaking to business-level metrics such as LTV:CAC, ROAS, etc.
• Proficiency in establishing goals for clients and validating forecast scenarios to show a path to goal
• Campaign leadership skills for end-to-end campaign development including strategy, segmentation, targeting, etc. in a multi-channel environment
• Ability to quickly build rapport and develop relationships with executive-level points of contact
• Desire to work in a role that functions as both a marketing consultant and a business consultant for clients
• Highly dependable individual who thrives in a fast-paced environment and is a self-starter; Emanates high energy and a positive attitude
• Entrepreneurial spirit with a passion for problem-solving, continued learning and personal growth

Key Performance Indicators (KPIs)

• Division ETCR or Expansion to Churn Ratio (as established quarterly)
• Division Team Retention Rate of 90%+
• Client Retention Rate of Book of 96%+
• Deliverable timeliness: 95% on time delivery
• NPS for Account Director Portfolio (8 or above)
• MRR: $100k+ monthly revenue

Most Important Things (MITs)

• Team Coaching and Development
• Marketing Strategy, Development and Execution
• Client Retention and Client Revenue Growth

Benefits & Perks:

• Base salary paid in USD + commission opportunities
• Unlimited Time Off available on day one
• Fully flex work environment: full-remote, in-office, or hybrid
• Healthcare stipend: $50/month to support your healthcare or insurance costs
• National Holidays + 2 Mental Health Recharge Days per year
• Unlimited opportunities for growth & leadership within a rapidly growing firm
• Ongoing employee development programs for personal and professional growth (Hedgehog and Vital 5s)
• Quarterly awards including prize money and recognition for outstanding performance
• Opportunities to be involved in company DEI initiatives

Incident & Major Incident management 

Key Responsibilities 

• Serve as the Incident Manager / Major Incident Manager for high-severity and business-impacting incidents by organizing incident bridges and war rooms, driving Rapid triage / Clear ownership / Timely decision-making 

• Ensure incidents are properly classified, prioritized, and escalated based on impact and urgency 

ITSM Process Ownership & Governance 

• Enforce ITIL-aligned Incident and Problem Management practices 

• Ensure accurate and complete documentation within ServiceNow, including Impact and affected services / Incident timelines / Root cause summaries and follow-ups 

• Play the role of Problem Manager to Identify recurring issues and systemic risks / Ensure RCAs are completed with actionable outcomes 

• Act as a process authority during incidents, ensuring teams adhere to defined ITSM standards 

Service Availability, Reliability & KPIs 

• Own operational oversight of service availability and reliability - Monitor and manage key service health indicators, including Service availability and uptime / Incident volumes and severity trends / MTTR and MTTD / SLA and OLA adherence 

• Use observability data to proactively identify service degradation and emerging risks 

• Escalate systemic availability or reliability concerns to leadership with data-backed insights 

Observability & Operational Intelligence 

• Actively leverage observability platforms (e.g., Grafana, Datadog)  

• Partner with engineering and SRE teams to improve Monitoring coverage / Alert quality and signal-to-noise ratio 

• Ensure alerting and escalation via PagerDuty aligns with service criticality 

Communication & Executive Engagement: 

• Serve as the primary communication lead during incidents - Deliver concise, executive-level updates that articulate Business impact / Current status / Mitigation steps / Next milestones 

• Translate complex technical details into clear business language 

• Maintain confidence and composure while engaging senior leaders during high-pressure events 

Post-Incident & Continuous Improvement: 

• Facilitate or support post-incident reviews - Identify trends, gaps, and opportunities for Process improvement / Tooling enhancement / Better operational readiness 

• Contribute to the evolution of Command Center playbooks, runbooks, and response standards 

Required Qualifications & Experience 

Experience 

• 3–6 years of experience in: 

• Incident Management 

• Major Incident / Command Center operations 

• Production operations or site reliability support 

• Proven experience managing high-severity incidents in 24×7 environments 

• Demonstrated ownership of service reliability and operational KPIs 

ITSM & Process Expertise 

• Strong working knowledge of ITIL / ITSM frameworks 

• Deep hands-on experience with: 

• Incident Management 

• Major Incident workflows 

• Problem Management  

• Experience enforcing ITSM discipline across distributed technology teams 

Skills & Competencies 

• Exceptional communication and facilitation skills 

• Strong analytical mindset with comfort using metrics and dashboards 

• Ability to operate decisively in high-pressure situations 

• Influences outcomes without formal authority 

• Comfortable interfacing with executive leadership 

Nice-to-Have 

• Experience in regulated or customer-critical environments (FinTech, Payments, SaaS) 

• Exposure to ITSM tools like ServiceNow, PagerDuty etc. 

• Exposure to monitoring tools like Datadog, Grafana, Dynatrace etc. 

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs.

Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including:

• Market competitive salary.
• Great career growth and development opportunities in a global organization.
• Hybrid schedule with 2 in the office per week.
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).
• This position follows a shift roster defined by the company. As we operate in a 24/7 environment, the selected candidate will work according to rotating schedules.

Apply now if you’re ready to unleash your potential.

Gestión de Incidentes y Mayores Incidentes

Responsabilidades Clave

• Actuar como Incident Manager / Major Incident Manager para incidentes de alta severidad e impacto empresarial, organizando incident bridges y war rooms, impulsando una triage rápida, propiedad clara y toma de decisiones oportuna.
• Garantizar que los incidentes estén correctamente clasificados, priorizados y escalados según impacto y urgencia.

Propiedad de Procesos ITSM y Gobernanza

• Hacer cumplir las prácticas de Gestión de Incidentes y Problemas alineadas con ITIL.
• Asegurar documentación precisa y completa en ServiceNow, incluyendo: impacto y servicios afectados, líneas de tiempo del incidente, resúmenes de causa raíz y seguimientos.
• Actuar como Problem Manager para identificar problemas recurrentes y riesgos sistémicos, garantizando que los análisis de causa raíz (RCA) se completen con resultados accionables.
• Actuar como autoridad de proceso durante incidentes, asegurando la adherencia a los estándares ITSM definidos.

Disponibilidad del Servicio, Confiabilidad y KPIs

• Ser responsable de la supervisión operativa de la disponibilidad y confiabilidad del servicio. Monitorear y gestionar indicadores clave, como: disponibilidad y tiempo activo del servicio, volúmenes y tendencias de severidad de incidentes, MTTR y MTTD, cumplimiento de SLA y OLA.
• Utilizar datos de observabilidad para identificar proactivamente degradaciones del servicio y riesgos emergentes.
• Escalar preocupaciones sistémicas de disponibilidad o confiabilidad al liderazgo con insights fundamentados en datos.

Observabilidad e Inteligencia Operacional

• Aprovechar activamente plataformas de observabilidad (p. ej., Grafana, Datadog).
• Colaborar con equipos de ingeniería y SRE para mejorar la cobertura de monitoreo, la calidad de alertas y la relación señal/ruido.
• Asegurar que las alertas y escalaciones vía PagerDuty estén alineadas con la criticidad del servicio.

Comunicación y Relación con Ejecutivos

• Ser el punto principal de comunicación durante incidentes: brindar actualizaciones concisas a nivel ejecutivo que articulen el impacto al negocio, estado actual, pasos de mitigación y próximos hitos.
• Traducir detalles técnicos complejos a un lenguaje claro de negocio.
• Mantener confianza y compostura al interactuar con líderes senior durante eventos de alta presión.

Post-Incidente y Mejora Continua

• Facilitar o apoyar revisiones posteriores al incidente, identificando tendencias, brechas y oportunidades para mejorar procesos, herramientas y preparación operativa.
• Contribuir a la evolución de los playbooks, runbooks y estándares de respuesta del Command Center.

Calificaciones y Experiencia Requerida

Experiencia

• 3–6 años de experiencia en:
• Gestión de Incidentes
• Operaciones de Mayores Incidentes / Command Center
• Operaciones de producción o soporte de confiabilidad del sitio (SRE)
• Experiencia comprobada gestionando incidentes de alta severidad en entornos 24×7.
• Evidencia de liderazgo en la confiabilidad del servicio y KPIs operativos.

Conocimientos ITSM y de Procesos

• Sólido conocimiento de marcos ITIL / ITSM.
• Amplia experiencia práctica en:
• Gestión de Incidentes
• Flujos de trabajo de Mayores Incidentes
• Gestión de Problemas
• Experiencia haciendo cumplir disciplina ITSM en equipos tecnológicos distribuidos.

Habilidades y Competencias

• Habilidades excepcionales de comunicación y facilitación.
• Mentalidad analítica y comodidad usando métricas y tableros.
• Capacidad para operar con decisión en situaciones de alta presión.
• Influencia efectiva sin autoridad formal.
• Comodidad al interactuar con liderazgo ejecutivo.

Deseable

• Experiencia en entornos regulados o críticos para clientes (FinTech, Pagos, SaaS).
• Conocimiento de herramientas ITSM como ServiceNow, PagerDuty, etc.
• Conocimiento de herramientas de monitoreo como Datadog, Grafana, Dynatrace, etc.

Sobre Convera

Convera es la empresa de pagos transfronterizos B2B más grande del mundo fuera del sector bancario. Anteriormente conocida como Western Union Business Solutions, aprovechamos décadas de experiencia en la industria y soluciones tecnológicas para ofrecer movimientos de dinero más inteligentes a nuestros clientes, ayudándolos a capturar mayor valor en cada transacción.

Convera atiende a más de 30,000 clientes, desde propietarios de pequeñas empresas hasta tesoreros corporativos, instituciones educativas, instituciones financieras, firmas legales y ONG.

Nuestros equipos se preocupan profundamente por el valor que brindamos a nuestros clientes, lo cual hace que Convera sea un lugar de trabajo gratificante. Este es un momento emocionante para nuestra organización mientras construimos un equipo con personas orientadas al crecimiento y enfocadas en resultados, que quieran avanzar rápidamente en un entorno innovador.

Como una empresa verdaderamente global con empleados en más de 20 países, somos apasionados por la diversidad; buscamos y celebramos personas de distintos orígenes, estilos de vida y perspectivas únicas. Queremos trabajar con el mejor talento y fomentar una cultura de inclusión y pertenencia.

Ofrecemos múltiples beneficios competitivos:

• Salario competitivo en el mercado.
• Excelentes oportunidades de crecimiento y desarrollo profesional en una organización global.
• Un enfoque flexible al trabajo y un esquema híbrido con 2 días a la semana en la oficina.
• Generoso seguro (salud, discapacidad, vida).
• Días feriados, tiempo libre y políticas de licencia para eventos de vida (maternidad, paternidad, adopción).
• Oportunidades de voluntariado pagadas (5 días por año).
• Esta posición sigue un rol de turnos definido por la empresa. Como operamos en un entorno 24/7, la persona seleccionada trabajará según horarios rotativos

Costa Rica

About Zuora

At Zuora, we help businesses grow smarter and adapt faster. Our platform powers modern business models — from subscriptions and usage-based pricing to AI-driven and outcome-based offerings — helping companies launch new products, automate complex billing, and unlock predictable, recurring revenue.

We’ve led the Subscription Economy for more than a decade. Now we’re evolving again by building the definitive platform for quote to cash and helping companies monetize their products and services with an adaptable, AI-ready foundation.

The Opportunity & About the Team

Your demonstrated experience leading implementation teams, working at the enterprise level to deliver multiple moderate to complex solutions covering domestic or international regions, will enable you to successfully drive the delivery team, and monitor project quality, financials, risk, and performance for all Zuora implementations. You will be responsible for managing the end-to-end project delivery, ensuring that the project remains on time, within budget, and meets the customer's outcome expectations.

Because you already have experience implementing Enterprise software systems and are proficient with SaaS or ERP or Order to Revenue systems, you will be able to start performing on day one. Your love for multi-tasking will prove useful as you will be responsible for managing the project plans and leading the implementations for multiple projects at a time. Successful Solution Delivery Managers at Zuora have a healthy sense of risk and are able to proactively manage risk prior to failure.

*This is a Hybrid position, so you’ll be working in-person in the Costa Rica office (Heredia) at least 3 days a week, with other days remote. Of course, you’re welcome to come into the office more often if you’re nearby.

Our Tech Stack: Java, Spring, Rest API, Microservices, Kafka, Spark, NodeJS, AWS, Kubernetes, Terraform, AngularJS

About You

• Overall 10+ years of enterprise software experience, with at-least 5+ years as a program/project manager
• In-depth knowledge of and experience implementing enterprise software applications, such as ERP, CRM or SCM, across a range of customers, from SMB to Fortune 500.
• Previous experience with subscription billing and/or revenue implementation projects is a strong plus. 
• Experience with SaaS-based implementation is very strongly desirable
• Strong client service and/or management consulting experience
• Strong ability to manage implementation financials, recognising the importance of both budget management and services revenue management
• Demonstrated experience managing multiple, concurrent engagements
• Successful candidates must have strong communication and problem-solving skills with strong customer focus with a results-outcome orientation
• Executive presence and comfort. You have experience and are comfortable with C-level communication.
• Comfortable working with and managing ambiguity and uncertainty.
• Proven ability to present technical solutions effectively to diverse stakeholder groups and to engage effectively with senior executives of large enterprises on both technical and business solution topics
• Have developed domain industry or business process skills
• Demonstrated experience leading teams of architects, consultants, and developers
• Demonstrated experience Drives adoption through achieving business goals and innovation
• Demonstrated experience working with a cross-functional and geographically dispersed team 

Technology experience or awareness in the following:

• ERP, CRM, accounting/revenue systems, provisioning systems
• Billing, payment and revenue systems
• SaaS-based subscription management systems experience a strong-plus
• SaaS based software implementation
• Knowledge of Web Services, XML, SOAP, REST
• PMI Certification is a plus

Travel needs: potential for up to 50% of the time (including possible international travel).

Benefits

Zuora offers a comprehensive total rewards package designed to support ZEOs’ wellbeing, growth, and flexibility. While specific offerings may vary by country, we typically provide:

• Competitive compensation, variable bonus and performance-based reward opportunities, and retirement programs
• Medical, dental, and vision insurance
• Generous, flexible time off, plus paid holidays, wellness days, and a company-wide year-end break
• Paid parental leave (including fully paid leave for eligible ZEOs, subject to local policy)
• Learning & development stipend to support ongoing growth
• Opportunities to volunteer and give back, including charitable donation matching where available
• Mental wellbeing resources and support

*Benefits may vary by location; details will be shared during the interview process

#ZEOLife at Zuora

ZEOs (our employees) are empowered to take ownership, challenge the status quo, and make a real impact. We:

• Collaborate deeply across teams and regions
• Learn constantly and iterate often
• Build an inclusive, high-performance culture where people feel inspired, connected, and valued

Our Commitment to an Inclusive Workplace

Think, be and do you.
At Zuora, different perspectives, experiences, and contributions matter — everyone counts.

Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all. We do not discriminate on the basis of, and consider individuals seeking employment with Zuora without regard to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance@zuora.com (or local equivalent, where applicable).

Smartsheet is seeking a Learning Experience Designer to join our team. As a LxDesigner, you'll put our employees’ knowledge above all else and have a passion for creating learning solutions. You'll work on a motivated, supportive team with ownership of our internal learning and development products. Graphic design and knowledge of human-computer interaction are essential, and, of course, becoming a certified Smartsheet user is important to your success. 

You will report to our Manager, Learning Experience.This role is eligible for remote work within Costa Rica. You  must reside in Costa Rica.  

You Will:

• Develop creative, customer-centric, performance-based training materials.
• Manage learning product development projects, including scoping, managing Subject Matter Experts (SMEs), and working with other departments.
• Work with our Customer Excellence teams and SMEs to create storyboards/scripts and production-ready content that meet employees' needs.
• Report on and communicate the results of educational content to cross-functional stakeholders.
• Stay current on new learning approaches, behavioral science, and technology, and apply that knowledge to our learning products.
• Become a Smartsheet product expert
• Be an Administrator for the Learning Management System (LMS). Maintain systems, create user profiles, create usage reports, publish SCORM, video, and other digital content etc.
• Other job duties as assigned.

You Have

• 5+ years of combined experience building engaging educational content in various modalities in consultation with your stakeholders.
• At least 2 years of experience creating educational content for SaaS. 
• Strong grasp of adult learning principles.
• Proficiency in Articulate Storyline, Articulate Rise, and Camtasia
• Experience with digital content creation using Adobe Creative Cloud.
• A portfolio of eLearning, video, and graphic design projects. The portfolio should reflect graphic design skills with a clean aesthetic.
• Experience using ID strategies to launch digital training
• Experience managing and reporting on all curriculum and assessment data
• LMS administration experience, including eLearning publishing and learning assessments.
• Basic knowledge of web development (HTML5, CSS, JavaScript) is preferred.

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members
• Monthly stipend to support your work and productivity
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks including a counseling membership and your own personal Smartsheet account

Teleworking options from any registered location in Costa Rica (role specific)

We are seeking an experienced Technical Writer to plan, develop, and maintain customer-facing content for the Smartsheet Help Center and internal product documentation. You'll partner with the product team to deliver and maintain documentation that serves as the foundation for customer and internal enablement. As a Technical Writer, you own documentation quality and strategy across our product knowledge base—enabling both customers and internal teams to self-serve and reducing support and training burden. You'll drive improvement initiatives across our documentation, learning tracks, guides, and video content, while managing rapid product changes.

You will report to the Manager, CE Enablement Knowledge Experiences based in the US. This role is eligible for remote work within Costa Rica. You  must reside in Costa Rica. 

You Will:

• Immerse yourself in Smartsheet's product line and gain an understanding of the technologies and features necessary for accurate documentation.
• Distill specification documents and internal technical specifications and use the information to create targeted, quality, customer-facing content. Deliverables include but aren’t limited to:
• Technical articles for the Smartsheet Help website (how to, reference, FAQ, troubleshooting) and/or API documentation on the dev website
• Content for eLearning modules or videos
• Internal documentation
• Visual aids for Help content (screenshots, gifs, etc.)
• Produce customer-facing video content, including scripting, recording, and light editing in collaboration with stakeholders and subject matter experts
• Work with Subject Matter Experts (SMEs) to ensure the technical accuracy of your work
•  
• Use AI tools to accelerate content production, improve quality, and scale output—applying established team workflows and experimenting with new approaches as the tooling evolves
• Track and report on your own project assignments and schedule, working towards hard deadlines
• Contribute to templates, processes, and standards that support consistent, scalable content production
• Review and compile internal change requests and customer feedback and use this information to recommend and implement content changes
• Work with the Web Team to suggest Help site improvements for both the end user and the writers who are publishing content
• Maintain the Smartsheet Help and Learning style guide
• Optimize content for discoverability via Search
• Work on improvement projects to implement content governance tools, improve processes, and document changes. 
• Other job duties as assigned.

You Have:

• 3-5  years of experience writing or editing content for a variety of audiences on the web
• A BA in English, Technical Communication, or a related discipline (or equivalent experience)
• Basic understanding of and ability to use HTML formatting
• Strong Command of English language both oral and written (C1 and above)
• Experience developing templates and processes for ensuring consistent delivery
• Understanding of SEO and GEO best practices
• Experience using analytics tools (Google Analytics, for example) to make impactful content decisions
• A passion for technology and familiarity with the benefits and challenges of working on a SaaS product 
• An ability to distill technical jargon and turn it into clear and professional language that is customer-focused
• Familiarity with video content production—scripting, screen recording, or light editing
• Experience creating screenshots and/or visual diagrams to promote understanding of complex ideas 
• Strong organizational skills and an ability to perform basic project management and prioritization tasks
• Experience with content production, for example, moving a document from a draft stage in one tool and formatting and publishing it to a CMS
• Experience using one or more content management systems (experience using Drupal 9 or newer is a plus)
• Demonstrated experience integrating AI tools into professional workflows, including building custom AI configurations (such as GPTs or Gems) and connecting LLMs to external platforms 
• A point of view on where AI is taking technical writing, incuding familiarity with AI writing tools and an interest in expanding how AI is used in content workflows
• Smartsheet Product Certification preferred by not required

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members
• Monthly stipend to support your work and productivity
• Asociacion Solidarista with employee and employer contributions, as well as potential alliances with entities such as universities, gyms, etc.
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development, including access to Udemy online courses
• Company Funded Perks, including a counseling membership and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role-specific)

Smartsheet is empowering ambitious sales professionals to join our team as Account Executives. In this role, you'll transcend traditional sales, becoming a trusted advisor and strategic partner to our customers. You'll be at the forefront of driving significant revenue growth by managing and expanding relationships within a portfolio of accounts. This is your chance to leverage your strategic thinking and sales acumen to navigate complex deals and deliver transformative solutions that directly impact our clients' success.

At Smartsheet, we provide a leading cloud-based platform for work execution, enabling organizations to plan, capture, track, automate, and report on work at scale. We are committed to fostering a culture of trust and innovation, empowering our team to deliver exceptional value to our clients.  

This role is eligible for remote work within Costa Rica. You  must reside in Costa Rica.  

You will:

• Drive Strategic Growth: Exceed software and services sales targets by developing and executing strategic account plans for clients.
• Cultivate Executive Relationships: Build and nurture strong relationships with C-level executives and key decision-makers, positioning Smartsheet as a strategic partner.
• Navigate Complex Deals: Lead complex, solution-based sales cycles, aligning Smartsheet's capabilities with clients' strategic objectives and driving significant deal closures.
• Proactive Opportunity Identification: Identify and capitalize on expansion opportunities within existing accounts, anticipating client needs and proactively offering tailored solutions.
• Strategic Pipeline Management: Develop and maintain a robust sales pipeline, accurately forecasting revenue and leveraging data-driven insights to optimize sales strategies.
• MEDDICC: Expertly apply MEDDICC qualification methodologies to ensure deal success and drive predictable revenue growth.
• Cross-Functional Collaboration: Partner with internal and external stakeholders, including solution engineering and customer success teams, to deliver exceptional client experiences.
• Sales Leadership: Embody the traits of an elite sales professional, serving as a mentor and role model for the team.
• Other job duties as assigned.

You have:

• Proven Sales Expertise: 1-3 years of progressive sales experience, with a strong track record of success in the software or technology sector.
• Strategic Account Management: Demonstrated ability to manage and expand relationships within accounts in a B2B environment.
• Strategic Thinking and Problem-Solving: Ability to analyze complex client needs, develop strategic solutions, and navigate challenging sales cycles.
• Professional Presence and Communication: Exceptional written and verbal communication skills, with the ability to effectively engage and influence C-level executives. B2 English Proficiency Level or higher.
• Technical Acumen: Passion for technology and the ability to quickly grasp complex technical concepts.
• Sales Tools Proficiency: Proficiency in CRM systems (Salesforce), sales engagement tools (Outreach), data visualization platforms (Tableau), and others as needed.
• Resilience and Adaptability: Ability to thrive in a fast-paced environment, adapt to change, and overcome challenges.
• Educational Background: Degree in Business Administration, Marketing, Sales, or a related field preferred, or equivalent sales experience.
• Smartsheet Expertise: Deep understanding of the Smartsheet platform and advanced capabilities.
• Complex Solution Sales: Proven ability to execute complex solution sales involving both software and services.

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members
• Monthly stipend to support your work and productivity
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks including a counseling membership and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role specific)

What Will You Do? 

Primary responsibilities will include:

• Manage a portfolio of SMB to mid-market accounts, acting as the primary post-sales contact and trusted advisor.
• Assist with customer lifecycle management: drive high product adoption, customer retention, and overall customer satisfaction within your assigned portfolio.
• Create and present Customer Business Reviews (CBRs) that illustrate the value SentinelOne is bringing to our customers and align with their strategic goals.
• Conduct proactive engagement with all assigned clients, ensuring a meaningful meeting or relevant touchpoint occurs on a defined cadence
• Act on auto-generated alerts and tasks created to identify and resolve customer risk proactively and upsell opportunities
• Use toolsets and automation to manage and gain optics on the overall health and product adoption across your portfolio.
• Represent and advocate for SentinelOne customer needs/issues cross-departmentally
• Proactively monitor customer health, identify potential risks, and shepherd escalated or at-risk customers toward resolution via a remediation plan, leveraging internal resources.
• Identify opportunities for growth, upsell, and expansion within your portfolio and collaborate closely with Sales to execute on these opportunities.

What Skills and Knowledge Will You bring?

Ideal candidates will have: 

• Possess a strong, customer-centric approach with a proven track record of managing a SMB to mid-market portfolio.
• Minimum of 3-5 years in a high-touch Customer Success Manager role, with experience managing a dedicated portfolio of clients.
• Demonstrated success in increasing customer satisfaction, adoption, and retention within a set book of business.
• Exceptional ability to conduct impactful business reviews and executive-level presentations.
• Proven ability to understand complex customer challenges, advise on best practices, and translate technical value into business impact.
• Experience identifying upsell/expansion opportunities within an existing customer base, collaborating closely with Sales.
• Impeccable written and verbal communication skills, comfortable communicating with senior leadership and diverse stakeholders.
• Detail-oriented and analytical
• Strong team player, but still a highly organized and results-driven self-starter.
• Thrives in a multitasking environment and is adept at prioritizing the needs of a demanding portfolio.
• Must demonstrate expertise in articulating value and Return on Investment (ROI) to executive-level stakeholders.

Why SentinelOne?

AI is redefining how the world operates and rewriting the rules of security in real time, and SentinelOne was built for this moment. From day one, we architected an AI-native platform designed to operate at machine speed, not as an add-on to legacy systems but as the foundation itself. If you want to build where innovation and impact move together, this is that place.

We invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family:

• Flexible working hours and hybrid/remote work model with in-office lunch program
• Private medical care and life insurance
• Vacation days and paid sick time
• Global gender-neutral parental leave (16 weeks)
• Employee stock programs (RSUs + ESPP)
• Employee Assistance Program and Wellness Coach app
• Annual bonus program

Intermediate Drupal Developer

***Note that this position is a contract role, with an option to go full-time***

Position Summary

This individual will play a hands-on role in architecting, developing, and maintaining Drupal-based interactive web projects. Detail-oriented, highly organized, and analytical, you are responsible for building scalable Drupal solutions, implementing custom modules, managing CMS configurations, and supporting ongoing enhancements across active client properties.

You must have a strong understanding of the software development lifecycle and be able to communicate project status, issues, and resolutions clearly and effectively.

We work in an agency environment with multiple clients, so communication skills, breadth of experience, multi-tasking across several projects, and passion for modern web technologies are paramount qualities in our ideal candidate. You will collaborate closely with account, creative, UX, and project management teams while also partnering with client IT teams and external vendors when needed.

Core Skills

• Strong experience with Drupal 9/10 (site building and custom development)
• Experience building and maintaining custom Drupal modules
• Proficiency in PHP and Drupal API
• Experience with Drupal theming (Twig, custom themes, component-based development)
• Strong knowledge of HTML5, CSS3, and modern JavaScript
• Experience working with RESTful APIs and third-party integrations
• Experience with Composer and Drupal dependency management
• Experience with Git-based source control workflows
• Familiarity with MySQL and relational database concepts
• Experience with Drupal configuration management and deployment workflows
• Understanding of web accessibility (WCAG) and SEO best practices
• Experience troubleshooting and debugging Drupal applications
• Ability to configure and deploy Drupal web applications
• Working knowledge of Apache and/or Nginx environments

Additional Skills Considered

• Experience with decoupled/headless Drupal architecture
• Familiarity with React, Vue, or other modern JS frameworks
• Experience with AWS (EC2, S3, CloudFront, IAM)
• Experience with CI/CD pipelines and automated deployments
• Experience with Docker-based local development environments
• Knowledge of Acquia, Pantheon, or other Drupal hosting platforms
• Experience with multi-site Drupal environments
• Familiarity with performance optimization and caching strategies (Varnish, Redis)
• Experience working in regulated industries (healthcare, life sciences, etc.)

Competency

• Highly collaborative with strong problem-solving and troubleshooting skills
• Leads by example in concise communication and quality-driven development
• Active participant in code reviews and QA workflows
• Ability to multi-task across multiple client projects simultaneously
• Comfortable interacting with client IT teams during technical discovery
• Ability to investigate and recommend technical solutions for varied project needs
• Strong attention to detail and commitment to clean, maintainable code
• Familiarity with Agile, Scrum, and/or Waterfall methodologies

Essential Functions

• Develop custom Drupal modules and themes
• Configure and maintain Drupal CMS features and content structures
• Translate business requirements and creative designs into functional Drupal solutions
• Implement third-party integrations (APIs, marketing tools, CRM systems, etc.)
• Maintain and update legacy Drupal codebases
• Participate in architecture discussions and technical planning
• Perform code reviews and contribute to best practice standards
• Support deployment processes and troubleshoot production issues
• Optimize Drupal performance and caching configurations
• Code, test, and support database-driven web applications
• Provide technical assistance to creative and UX teams as needed
• Assist in producing accurate tasks and project estimates
• Recommend solutions based on best practices and independent judgment
• Stay current on Drupal core updates, contributed modules, and security releases
• Contribute to documentation and internal knowledge sharing

General Requirements

• This job description should be treated as a guide to the duties that the post holder is expected to perform.
• The description may be amended to meet the changing requirements of the agency.
• All employees are required to be aware of their responsibilities toward Health and Safety and adhere to company policies.

Bonus/nice-to-have Skills

• AWS Lambda
• React JS
• PHP Object-oriented Development (think CodeIgniter MVC frameworks)
• Bootstrap Boilerplate
• SQL
• WordPress Core & Plugins Development
• Tailwind CSS
• Python
• Linux (preferably RHEL)
• SAML Experience

Minimum Required Qualifications

• Education: Bachelor’s degree in computer science, MIS, related field, or equivalent experience
• Work Experience: 3–5 years of professional Drupal development experience

Regularly Interacts With

Account, Creative, UX, Creative Services, Planning, Project Management, and Client IT teams.

As an IT Technical Support Engineer you will support multiple platforms, including Windows, Mac, and Linux, and requires a strong track record in technical support and services.

The position is hybrid, based in our office at the America Free Zone in Heredia.

What will you do? 

• Act as the initial point of contact for end users via telephone, email, or the ticketing system.
• Able to provide technical support to Internal users situated in remote locations by diagnosing and resolving issues related to Software, Hardware, Networking, and other day-to-day basis Tools. Also drive the issue until resolution.
• Maintain consistent and timely communication with users regarding the status and resolution of their support tickets.
• Expertise in troubleshooting macOS and Windows platform issues.
• Excellent at providing technical support to users via Zoom or Slack as needed.
• Able to communicate with APJ, EMEA, and USA region employees.
• Experience in managing tools ensuring user productivity, like GSuite, Jumpcloud, Slack, Intune, Okta, AD, 1Password, JIRA, Asset management, Service Desk, Confluence, etc.
• Proactive in the management of Service Request, Incident, and Tasks within SLA and Escalate to L2 resources with proper troubleshooting notes.
• Able to create Knowledge Articles and Knowledge Bases for the Helpdesk Team if needed.
• Work with cross-functional teams to ensure delivery of high-quality, customer-focused products and services.
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, issue resolution, and dispatching tickets to the right team.
• Understanding of Incident Management, Problem Management, Root Cause Analysis, and Change Management as per the ITIL process.
• Working knowledge of ServiceDesk tools like JIRA Service Desk OR other helpdesk tools for ticket management.
• Add and modify AD and Okta groups to provide the user access.
  
  

What Skills and Knowledge Will You Bring?

• Bachelor’s Degree in Computer Science, Information Systems or other closely related field
• Prefer 1-2+ years of IT support, technical support, system administration, or related technical customer-facing roles.
• Experience with delivering customer services, both frontline, second, and third tier levels, preferably within a SaaS B2B vendor environment.
• Proficiency in Windows, Mac, or Linux.
• Network or Endpoint Security background preferred.
• Excellent customer-facing abilities and strong problem-solving and troubleshooting skills.
• Excellent written and verbal communication skills in English (other languages are a plus).
• Demonstrated understanding of common customer service tools (Ticketing, Voice, Chat) and processes.
• Independent, responsible, and result-driven team player.
• AWS, GCP, or Azure experience is an advantage

Advantages

• Open to work in different Shift timings
• Good communication skills (verbal and written)
• Experience in the Windows as well as the macOS environment, troubleshooting and diagnosing low-level operating systems and network issues.
• Passion for solving customer issues and advocating for their success in a fast-paced, highly technical environment.
• Ability to learn new technologies quickly.
• Understanding of SLAs and ensuring ticket closures within defined SLAs
• Ability to work independently with little direct supervision and as a part of a team.

Skills

• Google Workspace user and group management
• Hands-on experience on IAM toolings, preferably Okta 
• ITSM process knowledge and experience on tool like Service Now or JIRA Service Desk, Confluence
• Mac/Win troubleshooting
• Jumpcloud basics
• Slack, Intune

Why us?

You will be joining a cutting-edge company where you will tackle extraordinary challenges and work with the very best in the industry.

• Flexible working hours and hybrid/remote work model with in-office lunch program
• Private medical care and life insurance
• Vacation days and paid sick time
• Global gender-neutral parental leave (16 weeks)
• Employee stock programs (RSUs + ESPP)
• Employee Assistance Program and Wellness Coach app
• Annual bonus program
• Home office setup and maintenance support
• Home phone/internet allowance
• High-end MacBook or Windows laptop
• Referral bonus program
• Professional development support, including LinkedIn Learning
• Company events and community activities

What are we looking for?

The SentinelOne Wayfinder MDR Team Lead must demonstrate a solid understanding of security and security analysis concepts, specifically the service playbooks and best practices, and propose improvements as well as new playbooks and processes. The Team Lead is expected to serve as an escalation point for their direct reports on threats and escalations, as well as provide training and guidance to less experienced analysts in their respective fields of expertise.

What will you do?

• Lead, mentor, and empower your team of MDR analysts through regular 1:1s, providing prompt feedback, and fostering a high-performing culture.
• Own your team's operational performance by defining, tracking, and reporting on KPIs and service goals.
• Serve as the primary technical escalation point for your team, providing expert guidance during high-stress incidents.
• Lead customer-facing escalation calls with confidence, communicating complex findings to both technical and non-technical audiences.
• Collaborate and maintain good relationships across the Threat Detection and Response organization, as well as with teams outside of MDR (ex​: Product Management, Support, R&D) to improve the overall quality of the MDR service.
• Participate in the hiring and onboarding process for new analysts.
• Drive continuous improvement by enhancing playbooks, promoting knowledge sharing, and developing the team's capabilities.

What experience and knowledge should you bring?

• Experience: 3+ years of experience in a SOC, IR, MDR, or similar environment.
• Leadership: 1+ years of experience in a leadership, mentorship, or team lead role.
• Mindset: A leadership mindset that values learning, collaboration, and mentorship
• Technical Skills: Deep understanding of incident response workflows, EDR/XDR platforms (SentinelOne preferred), and attacker tactics (MITRE ATT&CK).
• Composure: Strong composure under pressure and the ability to lead decisively during high-pressure situations.
• Communication: Clear written and verbal communication skills with experience leading customer-facing escalations.

Language: Full professional fluency in English is required.

Why Us?

You will be joining a cutting-edge company where you will tackle extraordinary challenges and work with the very best in the industry.

• Flexible working hours and hybrid/remote work model with in-office lunch program
• Private medical care and life insurance
• Vacation days and paid sick time
• Global gender-neutral parental leave (16 weeks)
• Employee stock programs (RSUs + ESPP)
• Employee Assistance Program and Wellness Coach app
• Annual bonus program
• Home office setup and maintenance support
• Home phone/internet allowance
• High-end MacBook or Windows laptop
• Referral bonus program
• Professional development support, including LinkedIn Learning
• Company events and community activities

Role Summary: 

You’ll lead how AI actually works at OfficeSpace—not as a side project, but as a core system. As a Full-Stack Software Engineer, you will contribute to the evolution of our AI platform from production-ready chat experiences to agentic workflows that operate safely at enterprise scale. You’ll build, harden, and scale systems that connect AI services, a Rails backend, and a React frontend—while setting the technical bar for performance, reliability, and integrity. 

We move fast. We expect precision. And we trust you to own outcomes. 

What You’ll Do: 

• Build out OfficeSpace’s AI platform—starting with our customer-facing chatbot and extending into agentic workflows and MCP server capabilities. 

• Design and operate Python-based AI services that integrate deeply with our Ruby on Rails backend and React frontend. 

• Partner with AI agents to accelerate development, testing, debugging, and code reviews.  

• Orchestrate AI-assisted workflows to generate, validate, and optimize production-ready code.  

• Deliver clean, well-tested features across multiple projects—on time and at high quality.  

• Optimize applications across browsers, devices, and environments—making smart trade-offs.  

• Work across data layers, from relational databases (MariaDB) to search and caching systems (Redis, Elasticsearch), to Vector DBs. 

• Contribute to evolving best practices in AI-augmented software development. 

What You Bring: 

• 3–5 years of backend development experience with Ruby on Rails or Python.  

• Experience building AI features is a plus 

• Strong proficiency in JavaScript (ES6+) and modern React development.  

• Experience building and scaling production-grade web applications.  

• Solid understanding of databases—relational and exposure to NoSQL systems.  

• Ability to work across multiple projects and deliver with consistency.  

• Experience or exposure to GraphQL is a plus.  

• AI fluency—comfortable using AI tools for coding, debugging, testing, and documentation.  

• Strong problem-solving skills and the judgment to balance speed vs. quality.  

• A builder mindset—you take ownership, move fast, and continuously improve how work gets done. 

About Zuora

At Zuora, we help businesses grow smarter and adapt faster. Our platform powers modern business models — from subscriptions and usage-based pricing to AI-driven and outcome-based offerings — helping companies launch new products, automate complex billing, and unlock predictable, recurring revenue.

We’ve led the Subscription Economy for more than a decade. Now we’re evolving again by building the definitive platform for quote to cash and helping companies monetize their products and services with an adaptable, AI-ready foundation.

The Opportunity

We are looking for a Senior Revenue Advisor to join our Customer Solutions Engineering team, a critical function that helps prospects and customers transform how they manage revenue.

In this role, you will partner closely with Account Executives and solution teams to solve complex business challenges and deliver compelling solutions that demonstrate the value of Zuora’s platform.

Think of yourself as the “ZEO” (CEO) of your technical domain — guiding prospects through the full quote-to-cash lifecycle, showcasing Zuora’s capabilities, and helping organizations automate revenue accounting and accelerate growth.

This is a high-impact, customer-facing role that combines technical expertise, business strategy, and storytelling to win deals and build lasting partnerships.

Work Location

This is a location-specific position that requires you to come into the office regularly to be most effective. Zuora Costa Rica office (Heredia): Multiple office days with some remote flexibility.

What You’ll Do

Become a Zuora Expert

• Complete Zuora’s comprehensive onboarding and sales training
• Develop deep expertise in Zuora’s products, services, and solutions

Guide Customers Through Transformation

• Act as a trusted advisor on revenue recognition automation
• Lead functional discovery sessions to understand business needs and constraints
• Design and present tailored solutions aligned with customer objectives

Drive Technical Wins

• Deliver compelling product demonstrations and executive presentations
• Showcase how Zuora enables organizations to modernize revenue operations
• Handle technical objections and differentiate Zuora from competitors

Build Strategic Customer Relationships

• Own the technical health and adoption of accounts
• Define and monitor business cases and KPIs for customer success
• Identify opportunities to expand Zuora’s footprint across business units

Influence Product & Strategy

• Partner with Product Management to shape product roadmap based on customer insights
• Share feedback and market context to inform product innovation

Collaborate Across Teams

• Work closely with Account Executives, Solution Architects, Product teams, and partners
• Support RFPs/RFIs, marketing events, and field engagements
• Help resolve technical escalations and ensure customer success

Travel

• Occasional travel within your sales territory to support customers and events

About You

• BA/BS in Accounting or Finance (or equivalent)
• 5+ years of experience in Revenue Accounting
• Strong understanding of ASC 606 and IFRS 15
• Ability to translate complex business needs into compelling solutions
• Excellent presentation and storytelling skills
• Comfort presenting to audiences ranging from operational teams to C-level executives
• Strong curiosity and motivation to master the quote-to-cash lifecycle

Bonus Points If You Have

• Pre-sales or consulting experience
• Experience with Zuora Revenue (RevPro)

Benefits

Zuora offers a comprehensive total rewards package designed to support ZEOs’ wellbeing, growth, and flexibility. While specific offerings may vary by country, we typically provide:

• Competitive compensation, variable bonus and performance-based reward opportunities, and retirement programs
• Medical, dental, and vision insurance
• Generous, flexible time off, plus paid holidays, wellness days, and a company-wide year-end break
• Paid parental leave (including fully paid leave for eligible ZEOs, subject to local policy)
• Learning & development stipend to support ongoing growth
• Opportunities to volunteer and give back, including charitable donation matching where available
• Mental wellbeing resources and support

*Benefits may vary by location; details will be shared during the interview process

#ZEOLife at Zuora

ZEOs (our employees) are empowered to take ownership, challenge the status quo, and make a real impact. We:

• Collaborate deeply across teams and regions
• Learn constantly and iterate often
• Build an inclusive, high-performance culture where people feel inspired, connected, and valued

Our Commitment to an Inclusive Workplace

Think, be and do you.
At Zuora, different perspectives, experiences, and contributions matter — everyone counts.

Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all. We do not discriminate on the basis of, and consider individuals seeking employment with Zuora without regard to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance@zuora.com (or local equivalent, where applicable).

About Zuora

At Zuora, we’re redefining how modern businesses grow. We help companies thrive in the Subscription Economy, where success is built on recurring relationships rather than one-time transactions. Our platform empowers the world’s most innovative organizations to monetize new business models, manage subscriber relationships, and optimize digital experiences. From media and SaaS to manufacturing and fintech, industry leaders rely on Zuora to unlock sustainable growth and transform how they deliver value to customers. Join us and help shape the future of monetization.

The Opportunity

We are looking for a Technical Account Manager focused on Revenue Advisory to join our team in Costa Rica.

The Technical Account Manager (TAM) is both a consultative, outcome-focused revenue advisor and a trusted strategic partner for our customers’ finance and revenue operations teams. You’ll dive deep into the Zuora platform — especially Zuora Revenue and related Billing capabilities — to help customers modernize revenue operations, automate revenue recognition, and stay compliant with ASC 606 and IFRS 15, while still bringing the technical depth needed to connect our products into their broader SaaS and ERP landscape.

You’ll balance strategic revenue advisory with practical, data-driven execution: translating accounting policies into scalable system designs, validating data models and integrations, and ensuring customers realize measurable outcomes such as faster close, fewer manual adjustments, and cleaner audit trails. You’ll collaborate cross‑functionally with Customer Success, Product, Engineering, and Revenue Advisory teams so that solutions are both technically sound and aligned with business goals.

Your background in revenue accounting, revenue operations, and SaaS applications will be critical as you advise customers on best practices, troubleshoot complex challenges, and shape solutions that drive business impact.

What You’ll Do

Become a Zuora Revenue Expert

• Complete Zuora’s comprehensive onboarding and product training, with a focus on Zuora Revenue and its integration with Billing and upstream CRM/CPQ systems.
• Develop deep expertise in Zuora’s revenue products, services, and solutions so you can confidently guide controllers, revenue managers, and finance leaders through their transformation journeys.

Guide Customers Through Revenue Transformation

• Act as a trusted advisor on revenue recognition automation: interpret ASC 606 / IFRS 15 requirements and translate them into practical configurations, policies, and process designs in Zuora Revenue.
• Lead discovery sessions with Finance, Revenue, and IT stakeholders to understand business models, revenue streams, and constraints, and design solutions that align with their objectives and compliance needs.
• Design and present tailored revenue operations architectures across quote-to-cash, covering contract setup, performance obligations, billing, collections, and revenue recognition touchpoints.

Drive Adoption, Health, and Business Outcomes

• Own the technical and functional health of your accounts for revenue-related use cases, ensuring high adoption of Zuora Revenue capabilities and associated best practices.
• Define and track revenue-focused business cases and KPIs (e.g., days to close, manual journals, audit findings, forecasting accuracy) to show clear value realization and ROI for your customers.
• Proactively identify expansion and optimization opportunities across business units and regions, partnering with Account Management and Customer Success to grow Zuora’s footprint.
• Advisor for revenue solutions: guide customers through configurations, workflows, data models, and required integrations between Zuora Revenue, Billing, and source systems.
• Use SQL and data analysis to investigate revenue data issues, validate data structures, reconcile key metrics, and support reporting and analytics needs across Finance and RevOps.
• Collaborate with customer engineering and integration teams on API-based integrations (REST/SOAP), data flows, and error-handling patterns that keep revenue processes robust and auditable.
• Maintain and evolve runbooks, revenue process maps, and architecture diagrams so customers have clear documentation of how their revenue solution is implemented and governed.

Collaborate Across Zuora & Influence Product

• Work closely with Account Executives, Solution Architects, Product, Engineering, and partners to ensure revenue use cases are well-understood, supported, and prioritized.
• Bring forward customer use cases and feedback that help shape Zuora’s product roadmap for revenue accounting, billing, and related workflows.
• Support RFPs/RFIs, customer briefings, and executive presentations as the go‑to expert on Zuora’s revenue capabilities, positioning Zuora as the preferred strategic partner.

Travel

• Occasional travel within North America to support customers, workshops, and team events, as needed.
  
  

About You

• Education & Domain Expertise
• BA/BS in Accounting, Finance, or a related field, or equivalent practical experience.
• 5+ years of experience in Revenue Accounting and/or Revenue Operations, ideally within SaaS or technology companies, with a strong understanding of ASC 606 and IFRS 15.
• Preferred professional certifications: Certified Public Account (CPA) or Certified Private Accountant (CPI)
  
  
• Revenue & Systems Experience
• Hands-on experience implementing, operating, or advising on revenue recognition or order-to-revenue systems (e.g., Zuora Revenue, Zuora Billing, SAP RAR, Oracle, NetSuite, Workday, Salesforce CPQ/Billing).
• Proven ability to translate complex revenue and finance requirements into scalable system designs, configurations, and integrations that support compliance and reporting needs.
  
  
• Technical & Data Skills
• Experience using modern AI-powered productivity tools (e.g., Cursor or similar assistants) to analyze data, document solutions, and accelerate problem-solving.
• Proficiency with SQL (joins, data validation, troubleshooting) and comfort working with APIs (REST/SOAP) to design, test, and debug data integrations across revenue and billing systems.
• Preferred familiarity with object-oriented or scripting languages (e.g., Java, Python, JavaScript, or JSONata) and web technologies (e.g., HTML) is a strong plus, but your primary focus is on revenue operations and data, not software development.
  
  
• Advisory, Communication & Leadership
• Excellent presentation, storytelling, and facilitation skills — comfortable engaging with operational teams and C‑level executives through weekly syncs and QBRs to explain revenue concepts, trade-offs, and system behaviors in clear business terms.
• Demonstrated ability to lead business discussions with controllers, CFO staff, and IT, and to articulate the value and best practices of our revenue solutions in both technical and non‑technical language.
• Proven experience managing multiple customers or projects in a fast‑paced environment while maintaining a strong focus on outcomes and customer success.
  
  
• Mindset
• Strong curiosity and motivation to master the quote‑to‑cash lifecycle and stay current on evolving revenue standards and best practices.
• A collaborative, low‑ego, and ownership‑oriented approach — you enjoy working across Finance, RevOps, IT, and Product teams to solve tough problems and unlock new value for customers.
  
  

Benefits

As an industry pioneer, we are constantly evolving and challenging ourselves to innovate. Our people — whom we call ZEOs — are empowered to take ownership, collaborate openly, and make meaningful impact. Together, we are shaping what’s next for our customers, communities, and the world.

What We Offer

We support our employees with a comprehensive benefits package designed to help them thrive:

• Competitive compensation and performance-based bonuses
• Medical, dental, and vision coverage
• Flexible time off and wellness days
• Paid holidays and company-wide year-end break
• Paid parental leave
• Learning & Development stipend
• Opportunities to volunteer and give back
• Mental health resources and wellbeing support

(Benefits may vary by country and will be discussed during the interview process.)

Work Location

This is a location-specific position that requires you to come into the office regularly to be most effective. Zuora Costa Rica office (Heredia): Multiple office days with some remote flexibility.

Our Commitment to Inclusion

At Zuora, everyone counts. We believe diverse perspectives make us stronger, and we are committed to building an inclusive workplace where every employee feels valued and empowered. Zuora is proud to be an Equal Opportunity Employer and welcomes applicants from all backgrounds. If you need accommodations during the hiring process, please contact assistance@zuora.com.

About Zuora

At Zuora, we help businesses grow smarter and adapt faster. Our platform powers modern business models — from subscriptions and usage-based pricing to AI-driven and outcome-based offerings — helping companies launch new products, automate complex billing, and unlock predictable, recurring revenue.

We’ve led the Subscription Economy for more than a decade. Now we’re evolving again by building the definitive platform for quote to cash and helping companies monetize their products and services with an adaptable, AI-ready foundation.

The Opportunity

We are looking for a Technical Account Manager to join our team!

The Technical Account Manager (TAM) is both a hands-on technical advisor and a trusted strategic partner for our customers. You’ll dive deep into the Zuora platform — designing workflows, analyzing data models, writing SQL queries, and advising on API integrations — while also guiding customers on how to best architect and scale their subscription business.

You’ll balance technical problem-solving with strategic advisory, collaborating with cross-functional teams to ensure solutions are both technically sound and aligned with business goals.

Your background in SaaS applications, enterprise integrations, and financial or revenue systems will be critical as you advise customers on best practices, troubleshoot complex challenges, and shape solutions that drive measurable success.

As a TAM, you’ll partner closely with executives and technical teams alike, leveraging your technical depth, communication skills, and business acumen to build long-term relationships and establish yourself as a trusted advisor.

If you’re passionate about solving complex SaaS challenges and excited to help customers succeed in the Subscription Economy®, we’d love to have you on the team.

This is a location-specific position that requires you to come into the office regularly to be most effective.

Zuora Costa Rica office (Heredia): Multiple office days with some remote flexibility.

About You

Your experience

• Preferred 3–5 years of hands-on SaaS/enterprise application experience, ideally with ERP, CRM, Billing, or Revenue platforms (e.g., Salesforce, NetSuite, Workday).
• Strong proficiency with SQL (joins, data validation, troubleshooting) and experience with APIs (REST/SOAP) — able to design, test, and debug integrations.
• Experience working directly with technical stakeholders to design data models, process flows, and system integrations.
• Background in computer engineering, software engineering, solution architecture, or technical consulting with a strong desire to stay close to the technology.
• Familiarity with object-oriented programming languages or scripting languages (e.g., Java, Python, JavaScript, or JSONata) and web technologies (e.g., HTML) is a strong plus.
• Excellent communication and relationship skills — able to work comfortably with both executives and technical teams.
• Ability to manage multiple projects and customers in a fast-paced environment while maintaining a focus on technical excellence and customer outcomes.
• Demonstrated leadership abilities to lead business discussions with customers and architect the value of our solution and the best practices to implement it.

About The Team

• Act as a hands-on technical advisor for your customers, helping them design Zuora solutions through configurations, workflows, API integrations, and your expertise of data models.
• Use SQL and data analysis to problem solve customer questions, validate data structures, and support reporting needs.
• Guide customers in designing robust, scalable solutions for subscription management, billing, and revenue recognition.
• Partner with Product and Engineering teams, bringing forward technical use cases and product feedback that influence Zuora’s roadmap to align with Customer’s needs.
• Establish and maintain system architecture diagrams, runbooks, and configuration documentation to ensure long-term technical health.
• Educate customers on best practices through custom solution-specific training and ongoing technical advisory sessions.
• Serve as a bridge between business goals and technical execution, ensuring solutions meet requirements and drive measurable outcomes.

Benefits

Zuora offers a comprehensive total rewards package designed to support ZEOs’ wellbeing, growth, and flexibility. While specific offerings may vary by country, we typically provide:

• Competitive compensation, variable bonus and performance-based reward opportunities, and retirement programs
• Medical, dental, and vision insurance
• Generous, flexible time off, plus paid holidays, wellness days, and a company-wide year-end break
• Paid parental leave (including fully paid leave for eligible ZEOs, subject to local policy)
• Learning & development stipend to support ongoing growth
• Opportunities to volunteer and give back, including charitable donation matching where available
• Mental wellbeing resources and support

*Benefits may vary by location; details will be shared during the interview process

#ZEOLife at Zuora

ZEOs (our employees) are empowered to take ownership, challenge the status quo, and make a real impact. We:

• Collaborate deeply across teams and regions
• Learn constantly and iterate often
• Build an inclusive, high-performance culture where people feel inspired, connected, and valued

Our Commitment to an Inclusive Workplace

Think, be and do you.
At Zuora, different perspectives, experiences, and contributions matter — everyone counts.

Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all. We do not discriminate on the basis of, and consider individuals seeking employment with Zuora without regard to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance@zuora.com (or local equivalent, where applicable).

Location: This is a hybrid position based out of San Jose, Costa Rica. 2+ days a week in office.

Armis is making a major dent in the cybersecurity market. Joining the Armis family means working with dedicated individuals on a mission to enable large organizations to benefit from the latest connected devices without fear of compromise from a cyber attack. Armis is the leading agentless device security platform purpose-built to protect the world of unmanaged and IoT devices - providing passive, real-time, and continuous asset inventory, risk management, and detection & response to prevent cyber attacks from disrupting and compromising a business.

The Technical Support Team is at the heart of impacting and ensuring clients use the Armis products effectively. Supporting our customers to solve their challenging technical security problems is critical to achieving our mission. The technical support team does this by working with our customers to offer professional and proactive deescalation for their complex technical issues. The team collaborates and works hand in hand with the Operations, R&D teams, Solution Architects, Product, Customer Success, and other teams to ensure seamless onboarding, deployment, and on-going development of our customers.

Responsibilities:

Our Technical Support Engineer will provide second level support with a focus on our US based customers. As part of our Engineers based in the US, you’ll help pave the way as the knowledge source to our growing customer base, as you will work to resolve our customers’ most pressing technical issues. You will apply your creativity and innovative ideas that best support and create a lasting experience for our customers.

As part of your day-to-day, you’ll take ownership of customer cases and troubleshoot customers’ issues. You will support our customers in making the most of our products. You will be taking on projects either within/with other teams to create a company-wide impact.

Requirements:

• At least 2 -4 years of experience in a similar role
• Industry experience in Cyber Security, particularly network security or application security is required
• Experience with enterprise customer accounts is required 
• Technical networking knowledge in TCP/IP and the application layer
• Technical experience supporting Linux-based products
• Composing SQL queries and working with Databases
• Working with Docker/Kubernetes-based environments is preferred
• Experience with Scripting languages (Bash, Python or equivalent) is preferred
• BS degree in CS or equivalent is preferred
• Enjoy working with customers using excellent communication and problem-solving skills
• Bonus: experience with ServiceNow

JOB SUMMARY

Join Storyblok's Support team as a Technical Support Engineer II, where you'll excel in handling escalated tickets and troubleshooting intricate issues independently. With your deep understanding of Content Management Systems (CMS) and web technologies, you'll provide expert assistance to clients, ensuring seamless experiences and resolving challenges with precision.

Your role extends beyond issue resolution; you'll manage cases from inception to resolution, prioritizing timely responses and exceeding customer expectations. Collaborating closely with cross-functional teams, including tech support, sales, and partner account managers, you'll streamline processes and drive efficiency to enhance overall customer satisfaction.

Furthermore, your expertise will be pivotal in guiding product improvements and updates based on customer feedback. You'll actively contribute to identifying inefficiencies in support processes and suggesting enhancements to boost productivity and elevate the user experience. To support more complex, high-impact customer scenarios, you may also engage customers directly via video calls to troubleshoot technical issues in real time and accelerate resolution, particularly in advanced or enterprise-level cases.

In addition to your technical prowess, you'll play a crucial role in mentoring and training Technical Support Engineer I, fostering their growth and development within the team. Join us at Storyblok, where your contributions will shape the future of our support ecosystem and directly impact our continued growth and success.

ESSENTIAL JOB FUNCTIONS

• Take on more complex tasks and responsibilities (compared to Technical Support Engineer I), including handling escalated support tickets and troubleshooting more challenging issues independently.
• Manage cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the development team.
• Meet or exceed customer expectations on response quality and SLA within our ticketing platform and live chat.
• Educate customers on product features, functionalities, and best practices.
• Maintain a positive, empathetic, and professional attitude in all customer interactions.
• Collaborate with tech support, sales representatives, and partner account managers to resolve issues efficiently and effectively.
• Contribute to identifying inefficiencies in support processes and suggest improvements to enhance productivity and customer satisfaction.
• Assist in training the Technical Support Engineer I and provide mentorship as needed.
• Handle customer escalations from Technical Support Engineer I, addressing concerns promptly and professionally to ensure customer satisfaction.
• Participate in customer video calls when appropriate to troubleshoot complex technical issues live, helping reduce back-and-forth communication and speed up resolution for high-priority or advanced customer cases.

EDUCATION AND EXPERIENCE

• Bachelor's or Master's degree in Computer Science or a related field or equivalent experience.
• 3+ years of Technical Support Engineering experience.
• Thorough knowledge with consuming RESTful and GraphQL APIs.
• Working knowledge of at least one modern JavaScript framework such as Vue.js, React, Next.js, or Nuxt.js and their fundamental principles.
• Ability to debug and troubleshoot applications built with modern JavaScript frameworks.
• Thorough knowledge of JavaScript and its modern syntax and features. Experience with Typescript is a plus.
• Working knowledge of HTML and CSS.
• Experience with CMS in general; experience with Headless CMS is a plus.
• Fluent in English with excellent verbal and written communication and interpersonal skills.
• Experience troubleshooting complex technical issues in real time with customers or internal stakeholders (e.g., via screen sharing or video calls) is a plus.
• Remote working experience.
• Well organized, self-starter, has excellent work ethic, and pays attention to detail.
• A proactive approach to day-to-day tasks while also going above and beyond with continuous improvement as a core driving principle.
• Ability to work independently with little direct supervision.
• Real passion for solving issues and challenges.
• Demonstrates AI literacy, with the ability to leverage AI tools to enhance productivity, decision-making, and quality of work while applying sound judgment and critical thinking.

ADDITIONAL INFORMATION

Great fit if you: enjoy helping customers solve real problems, can explain technical concepts in plain language, and get satisfaction from owning an issue end to end.

Not the right role if you: are primarily looking to build or ship product features, prefer working in a pure engineering environment, or have limited experience in customer-facing roles.

What we’re looking for

We are looking for a Finance Planning and Analysis (FP&A) Specialist to serve as a key strategic partner for our G&A functions. In this high-visibility role, you will support operational and financial planning, business analysis, and decision-making for senior leadership. You will have a platform to influence significant decisions and lead strategic projects that directly contribute to SurveyMonkey’s growth. This role is ideal for someone who thrives on solving complex problems and connecting financial activities to broader business success.

What you’ll be working on

• Drive Strategic Planning: Lead the annual budgeting and monthly forecasting cycles for G&A functions to ensure departmental resources and headcount align with company-wide financial targets.
• Architect Financial Models: Build sophisticated, scalable models to evaluate new business initiatives, cost-saving opportunities, and the ROI of long-term strategic investments.
• Deliver Executive Insights: Synthesize complex datasets into clear, concise presentations that translate financial metrics into strategic recommendations for the leadership team.
• Optimize Systems and Processes: Partner with cross-functional teams to automate reporting workflows and enhance the data integrity of our ERP and financial planning tools.
• Manage Collaborative Projects: Oversee end-to-end financial workstreams, ensuring all stakeholders are aligned on project milestones and fiscal objectives.

We’d love to hear from people with

• Professional Experience: 3+ years of experience in high-growth corporate finance, investment banking, or management consulting.
• Industry Knowledge: Prior experience working within the technology or SaaS sector, demonstrating an understanding of industry-specific financial drivers.
• Technical Proficiency: Advanced expertise in Excel (complex modeling and data manipulation) and experience navigating ERP or EPM systems (e.g., NetSuite, Workday Adaptive Planning).
• Analytical Rigor: A proven track record of managing large-scale data projects and maintaining high accuracy while meeting tight deadlines.
• Education: A Bachelor’s degree in Finance, Accounting, Economics, or a related quantitative field.

SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem-solving and decision-making. As such, this opportunity is hybrid and requires you to work from the SurveyMonkey office in Heredia 2 days per week.

Please apply using an English version of your resume/CV.

#LI - Hybrid

Technical Account Engineer II

Sumo Logic's Cloud SIEM (Security Information and Event Management) platform provides comprehensive security visibility and analytics for modern cloud and hybrid environments. Leveraging advanced analytics and machine learning, our Cloud SIEM delivers real-time threat detection, incident response, and compliance management. Designed for scalability and efficiency, it seamlessly integrates with a wide range of security tools and data sources, enabling organizations to effectively manage and mitigate security risks while optimizing their security operations. Sumo Logic's Cloud SIEM empowers security teams to stay ahead of evolving threats and maintain robust security postures.

We are seeking a highly skilled Technical Account Manager. As a trusted customer advisor, Technical Account Manager not only help our customers understand best practices to maximize Sumo Logic's value, drive customer ROI and also delve deep into the technical nuances of our platform. You'll be hands-on, assisting customers in navigating the complexities of Sumo Logic and leading strategic growth through robust relationships with users and executives in partnership with the Sumo Logic account team. Your expertise in advanced training, complex problem-solving, and enabling technology adoption will be crucial. We support customers across various verticals with specialized needs in information security, DevSecOps, and observability and monitoring.

This role offers the excitement of joining Sumo's team, which is renowned for tackling our customers' most intricate security and operational challenges. As a TAM, you'll have visibility up to the CEO level and engage with our executive team on strategic initiatives.

Travel Requirements

• Flexible, but generally once or twice a quarter (10-25%)
  • Customer Visits
  • Corporate Visits for Training, mandatory meetings, etc.

Responsibilities

• Advanced Technical Expertise: Hands-on keyboard experience and consultative skills.
• Strategic Adoption Drive: Facilitate training on advanced features and practices, aligning with the customer's specific usage of Sumo Logic.
• Customized Success Planning: Work closely with customers to understand their unique requirements and challenges, ensuring alignment with their expected business outcomes through a hands-on, consultative approach to build their adoption plan, then help them to achieve it and track progress. You’ll keep an eye out for additional opportunities and work to expand the plan as they progress to maximize the value they get from SUMO Logic.
• Risk Mitigation and Planning: Ability to identify financial and adoption risks within an account and pull the team together to create a thorough plan to turn risky situations into an advocacy scenario.
• Growth Strategy Development: Collaborate with the account team to formulate and implement strategies that balance customer needs with Sumo Logic’s business growth.
• Proactive Monitoring and Support: Vigilantly monitor customer KPIs, proactively address deployment issues, and drive product roadmap suggestions from customer feedback.
• Executive Engagement: Conduct Quarterly Business Reviews and monthly health check calls, maintaining a proactive, strategic presence in the account team.
• Monitor and report on the overall well-being of customers, tracking essential health and usage indicators to reduce or eliminate churn risk
• Data Analysis: Ability to look at data and infer usage patterns

Required Qualifications and Skills

• Extensive SaaS Experience: Proven track record in a technical role managing multiple customer accounts, preferably with a background in DevOps Engineering, SOC analysis, or similar technical positions.
• Customer-Centric Approach: Passionate about customer satisfaction and problem-solving.
• Relationship Management: Demonstrated ability in managing relationships across various levels, from technical practitioners to executives.
• Communication Excellence: Professional and clear communication skills, adept in both executive meetings and technical workshops.
• Ambiguity Navigation: Ability to work with uncertainty and proactively seek necessary support.
• Account Management Prowess: Demonstrable skills in managing multiple Accounts with a keen eye for detail.
• Familiar with Cyber Security frameworks and their applications in the secure DevOps Lifecycle
• Curiosity to learn about the customer base and curiosity to continue learning
  

Desired Qualifications and Skills

• Monitoring Platform Experience: Proficiency in Sumo Logic or similar platforms (e.g., Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu).
• Cloud Services Knowledge: Hands-on experience with AWS, GCP, Azure, or other cloud services.
• Query Language Proficiency: SQL or similar query language skills.
• Security and Operations Background: Experience in monitoring and alerting in security, operations, or SecDevOps settings.
• Advanced Technologies: Kubernetes expertise (including HELM) and data analytics knowledge are highly advantageous.
• OSS skills in Otel, Prometheus, and Falco are a plus
• Sumo Logic experience is a big plus but not required
• 5-10 Years experience

About Us

Sumo Logic, Inc. helps make the digital world secure, fast, and reliable by unifying critical security and operational data through its Intelligent Operations Platform. Built to address the increasing complexity of modern cybersecurity and cloud operations challenges, we empower digital teams to move from reaction to readiness—combining agentic AI-powered SIEM and log analytics into a single platform to detect, investigate, and resolve modern challenges. Customers around the world rely on Sumo Logic for trusted insights to protect against security threats, ensure reliability, and gain powerful insights into their digital environments. For more information, visit www.sumologic.com.

Sumo Logic Privacy Policy. Employees will be responsible for complying with applicable federal privacy laws and regulations, as well as organizational policies related to data protection.

The Role:  

The Contract Salesforce (SFDC) Administrator is responsible for owning aspects of our SFDC instance related to our end-to-end sales, customer success and customer support journey. You will be responsible for optimizing our sales motions and internal customer experience by enhancing our tools, processes and data. You’ll design, configure, and deploy innovative solutions in our SFDC instance and other tools in our Sales tech stack to deliver a best-in-class sales and customer success experience for our teams. You’ll manage a portfolio of projects, sprint items, “hot fixes,” and day-to-day tasks that are critical to ensure business continuity and growth. You’ll also collaborate with our Sales, Marketing, and Finance teams on cross-functional initiatives to gather requirements, scope work, and execute on deliverables. You will serve as a functional owner of SFDC Sales and CPQ components, and work directly with business stakeholders, project managers, and analysts to understand business needs and transform those into functional and technical requirements which can be executed on. We will look to you as a trusted advisor in helping us maximize the benefits we derive from SFDC and our other Sales and Customer Success tools and help shape the evolution of our Sales tech stack.

Why You’ll Love This Role:

Reporting to the Manager of Customer Optimization Technology, you’ll be part of a team made up of training and sales enablement professionals, project managers, SFDC Administrators and Developers, and revenue operators who will work closely with you to ensure both individual and team success. You’ll get to work on projects and initiatives that impact all areas of our company and our end users. One week you may be working on developing tools and processes that enable our operations team to quantify customer goals; the next week you’re creating automation that allows our sales team to sell new products to customers. Your work will enable our Sales and Customer Success teams to expand Newsela’s reach, and ultimately get engaging, culturally responsive learning content into the hands of K-12 students and teachers nation-wide.

Why We’ll Love You:

• You have 3+ years experience managing Salesforce instances, projects, and initiatives, and possess working administrator-level knowledge of Salesforce (Sales and CPQ) including but not limited to flows and advanced formulas, release management, data migration and cleansing, and managing multiple development environments required. 
• Experience directly configuring Salesforce CPQ required. 
• You have demonstrated success managing projects from end to end - scoping, requirements gathering, design, development and deployment.
• You’re able to learn systems and new tools by testing functionality and evaluating how it’s been set up to understand how it works.
• You should also be able to speak to the quality assurance steps you follow to ensure your work is free of issues.
• While not required, experience administering enterprise sales and customer success tools such as Salesloft, Gainsight, and Gong are nice to have.
• Salesforce Administrator or CPQ Administrator certifications are also a plus. 
• Fluent in English (written and verbal) required.
• Legal authorization to work in one of the following countries is required: Argentina; Brazil; Chile; Colombia; Costa Rica; Mexico.

All offers of employment are contingent upon the successful completion of a background check as part of our pre-employment process.

Why you’ll love working at Newsela:

• Work From Home: We are a fully remote company!
• Make A Difference: No matter your role or department, the work you do each day helps share the future of education and improves the lives of students and teachers!

Please note that given the nature of the contract, this role will not be eligible to participate in company-sponsored benefits. 

About Newsela:

Newsela is a leading education technology company dedicated to meaningful classroom learning for every student. We deliver integrated, AI-powered solutions designed to unlock student engagement, empower teachers, and drive meaningful learning outcomes. Our suite of products supports knowledge and skill development, writing practice, daily instruction, assessment, and data-informed decision-making across K–12 classrooms. Grounded in learning science research, Newsela’s solutions integrate content, assessment, and analytics to help educators track progress, understand student outcomes, and deliver high-impact instruction that supports every learner.

#LI-Remote

Senior Analyst, Strategy & Activation (Amazon DSP/SPA) 

MORE ABOUT KEPLER

Benefits & Perks:

• Competitive health and dental benefits.
• Tuition reimbursement and training stipend.
• Hybrid Office/WFH Schedules: office supplies, internet, and phone stipend.
• “Work from Anywhere” 4 weeks per year.
• Stocked kitchen, and other team outings.
• Collaborative and friendly work space, easily commutable location.
• Volunteering & altruism opportunities.
• Team building lunches and events, and company celebrations: Summer, Halloween, Holidays, and many multicultural holidays recognized/celebrated.
• If something is important to you that’s not listed here, let us know!.

Career & Development Focus:

• Ongoing learning and development for education opportunities such as webinars, books, classes, relevant conferences and events.
• Opportunities to pursue business related side projects and Hackathons.
• Environment of learning from peers, including 30+ class training program, Kepler University, powered by Center of Excellence and Tiger Team subject matter expert groups.
• Opportunity to work with cutting edge technology and industry thought leaders.
• Kepler Rocket Mentorship Program: beneficial for the development of both mentors and mentees.

**All applications must include a Resume & Cover Letter in English to be considered. 

Kepler is a people first organization. If this roles piques your interest but you may not check every box, we still encourage you to apply! Studies show that imposter syndrome can prevent women and people of color from applying unless they meet every single qualification. We welcome all who are interested to apply, you just might be a great candidate for this role or others.

Protect yourself from recruitment fraud. The only way to apply for a position at Kepler is by submitting a direct application via the Keplergrp.com website or working with a recruiter employed by Kepler with a @keplergrp.com email address. Learn how to stay safe by clicking here

IT Systems Administrator

Sumo Logic's Cloud SIEM (Security Information and Event Management) platform provides comprehensive security visibility and analytics for modern cloud and hybrid environments. Leveraging advanced analytics and machine learning, our Cloud SIEM delivers real-time threat detection, incident response, and compliance management. Designed for scalability and efficiency, it seamlessly integrates with a wide range of security tools and data sources, enabling organizations to effectively manage and mitigate security risks while optimizing their security operations. Sumo Logic's Cloud SIEM empowers security teams to stay ahead of evolving threats and maintain robust security postures.

As an IT Systems Administrator, you will actively contribute to, execute for, and lead IT in the design and development of business insights and analytics solutions. You will be instrumental in helping us solve complex data visualization, modeling, curation, and reporting problems among Sumo Logic’s robust inventory of cloud services, data tooling, and business applications. You will work closely with a team of highly skilled individuals to deliver on high impact engagements at Sumo Logic, reporting directly to the Global Head of Infrastructure and Data and engaging projects under the guidance of the Lead IT Systems Engineer.

You are a strong IT operations expert who is passionate about scalable, resilient, secure, and cost-efficient data solutions. You care about delivering on customer requests with a high attention to detail, a sense of natural curiosity, and a focus on building lasting relationships. You are at home when helping the group come up with a better solution than you would as individuals and providing experienced guidance and insight to those around you. You are comfortable in a fast-moving environment with responsibility for global hardware and end user device needs, alongside a host of IT applications. Ideally, you have experience with performance, scalability, and reliability issues of 24x7 uptime systems and solutions.

Responsibilities:

• Deliver exceptional end user support via Helpdesk & Triage services, showcasing a strong dedication to promptly resolving issues and ensuring utmost customer satisfaction.
• Exhibit advanced expertise in overseeing user endpoints, emphasizing a high degree of security and functionality while consistently delivering effective endpoint management solutions.
• Spearhead the seamless integration of IT systems, focusing on optimizing operations and enhancing efficiency. Prove successful in implementing and fine-tuning integrations to meet organizational needs.
• Champion automation initiatives across IT operations to streamline processes and workflows. Show a history of implementing automation solutions that boost operational efficiency and reduce manual workloads.
• Manage the diverse user application portfolio with a keen focus on providing outstanding support and regular updates. Demonstrate expertise in ensuring applications align with user needs and contribute to operational success.
• Lead the provisioning of user accounts, maintaining a commitment to providing secure access to systems and applications. Demonstrate a track record of delivering provisioning services accurately and efficiently.
• Provide basic technical support for AWS Marketplace services, ensuring timely and effective assistance for customers. Exhibit a wealth of experience in supporting AWS products and services, prioritizing customer satisfaction throughout.
• Administer Atlassian environments at the system configuration level, within the IT operations department. Showcase a history of optimizing Atlassian administration and granularly configuring Jira to enhance team productivity and customer satisfaction.
• Collaborate with other IT teams as needed to drive forward joint efforts

Requirements:

• 3+ years of experience in providing End User Services, specializing in helpdesk & triage support, with a strong emphasis on carefully executing Jira tickets and delivering high quality and reusable Confluence documentation
• Proficiency in user endpoint management tools such as JAMF, with a proven track record of successful endpoint management
• Demonstrated expertise in IT system integrations, showcasing the ability to integrate various systems for enhanced performance and efficiency
• Strong familiarity with IT automations, including scripting languages like BASH and Powershell, and a history of implementing automation solutions
• Experience in user application portfolio management, ensuring effective support and updates for user applications
• Knowledge of user provisioning processes, particularly utilizing Okta for secure and efficient provisioning of user access
• Regular responsibility for AV equipment management as setup
• Basic AWS ability to provide technical support for marketplace services, with specific experience in AWS Marketplace technical support a bonus
• Proficiency in Atlassian Administration, including tools like Jira and Confluence, to manage tasks, issues, and documentation effectively

Desirable:

• Experience in cloud services and management
• AWS
• Azure
• GCP
• Experience managing security hardware devices such as cameras and door readers
• Experience working with and managing third party MSP relationships around hardware device management
• Understanding of ITIL processes and practices as well as vendor and contract management

About Us:

Sumo Logic, Inc., empowers the people who power modern, digital business.  Sumo Logic enables customers to deliver reliable and secure cloud-native applications through its SaaS analytics platform. The Sumo Logic Continuous Intelligence Platform™ helps practitioners and developers ensure application reliability, secure, and protect against modern security threats, and gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful real-time analytics and insights across observability and security solutions for their cloud-native applications. For more information, visit www.sumologic.com.

About Backblaze

Backblaze provides reliable, high-availability cloud storage trusted by consumers, SMBs, enterprises, and developers in over 150 countries. Backblaze B2 Cloud Storage supports data-intensive workloads including backup, media, analytics, and modern AI pipelines. Our teams focus on building durable, scalable systems with a strong emphasis on developer experience and operational efficiency.

But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. We’re seeking a Sr. Software Engineer, AI to join our team!

What You’ll Do:

• Use AI-assisted development tools, including Claude Code, to accelerate implementation while validating correctness, security, and performance.
• Design and build server-side APIs that authenticate users, accept and manage backups, handle large-scale data operations, and prepare restored data for customers across our global user base.
• Collaborate with Product, QA, and Support teams to ensure both backend features reflect real customer workflows and usage patterns.
• Build and maintain support tooling to help diagnose and resolve customer issues at scale.
• Ensure all code and open source assets meet high standards for testing, documentation, reproducibility, and developer usability.

Tools and Technologies

• AI coding agents such as Claude Code, Cursor, Codex, and Antigravity
• Languages: Python, TypeScript, Go, JavaScript, Java (and other languages common in the open source ecosystem)
• Backblaze B2 SDKs and REST APIs
• Open source AI frameworks and tooling (e.g. LangChain, LlamaIndex, vector databases)
• SQL and NoSQL backend development (experience with large-scale distributed databases a plus)
• GitHub, pytest, CI/CD pipelines
• Large-scale server infrastructure (Linux, cross-platform awareness)

The Right Fit:

• 5+ years of backend software engineering experience, ideally on systems that serve millions of users across multiple platforms.
• Proficiency in one or more backend languages (Java, Python, TypeScript, or similar); comfortable picking up new languages as needed.
• Practical understanding of AI workflows — data ingestion, preprocessing, inference, and agent-based orchestration.
• Experience building or working with large-scale APIs and distributed storage or data systems.
• Production-quality coding habits: rigorous testing, clear documentation, and attention to security and performance.
• Customer-focused mindset — you think about the developer and end-user experience in everything you build.
• Strong written communication skills; you can explain technical decisions clearly to both engineers and non-engineers.
• Good attitude, cross-functional collaboration skills, and a genuine desire to work in a fast-paced environment with evolving requirements.

Bonus Points For:

• Experience building or evaluating AI agents and multi-step tool-use systems.
• Experience with Cassandra or other large-scale NoSQL systems.
• Familiarity with ReactJS or front-end frameworks.
• Prior work with vector databases or embedding pipelines.

Why Backblaze: 

• Build open source software used by developers worldwide.
• Work at the intersection of AI, data, and cloud storage.
• Collaborate with experienced engineering, product, and QA teams.
• Competitive compensation and benefits.
• Remote-first culture supporting work-life balance.

At this point, we hope you're feeling excited about the job description you're reading. Even if you don't meet every requirement, we still encourage you to apply. Learning, developing, and growing are key parts of our culture. We're eager to meet people who believe in our mission and can contribute to our team in various ways. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.

At Backblaze, we value being fair and good to our customers, partners, and employees. That’s why diversity, equity, and inclusion are at the core of our values. We are committed to fostering a workforce where all employees feel a sense of belonging regardless of race, ethnicity, nationality, gender, sexual orientation, age, religion, socio-economic status, ability, veteran status, and education. We believe that our dedication to cultivating a diverse workspace not only allows us to better serve our customers in over 175 countries but further reinforces our commitment to doing the right thing. We are proud to be an Equal Opportunity Employer.

To understand more about the data we collect and process as part of your application, please view our Backblaze Employee Privacy Notice.

#LATAM

About Backblaze

Backblaze provides reliable, high-availability cloud storage trusted by consumers, SMBs, enterprises, and developers in over 150 countries. Backblaze B2 Cloud Storage supports data-intensive workloads including backup, media, analytics, and modern AI pipelines. Our teams focus on building durable, scalable systems with a strong emphasis on developer experience and operational efficiency.

But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. We’re seeking a Software Engineer, AI to join our team!

What You’ll Do:

• Use AI-assisted development tools, including Claude Code, to accelerate implementation while validating correctness, security, and performance.
• Design and build server-side APIs that authenticate users, accept and manage backups, handle large-scale data operations, and prepare restored data for customers across our global user base.
• Collaborate with Product, QA, and Support teams to ensure both backend features reflect real customer workflows and usage patterns.
• Build and maintain support tooling to help diagnose and resolve customer issues at scale.
• Ensure all code and open source assets meet high standards for testing, documentation, reproducibility, and developer usability.

Tools and Technologies

• AI coding agents such as Claude Code, Cursor, Codex, and Antigravity
• Languages: Python, TypeScript, Go, JavaScript, Java (and other languages common in the open source ecosystem)
• Backblaze B2 SDKs and REST APIs
• Open source AI frameworks and tooling (e.g. LangChain, LlamaIndex, vector databases)
• SQL and NoSQL backend development (experience with large-scale distributed databases a plus)
• GitHub, pytest, CI/CD pipelines
• Large-scale server infrastructure (Linux, cross-platform awareness)

The Right Fit:

• 2+ years of backend software engineering experience, ideally on systems that serve millions of users across multiple platforms.
• Proficiency in one or more backend languages (Java, Python, TypeScript, or similar); comfortable picking up new languages as needed.
• Practical understanding of AI workflows — data ingestion, preprocessing, inference, and agent-based orchestration.
• Experience building or working with large-scale APIs and distributed storage or data systems.
• Production-quality coding habits: rigorous testing, clear documentation, and attention to security and performance.
• Customer-focused mindset — you think about the developer and end-user experience in everything you build.
• Strong written communication skills; you can explain technical decisions clearly to both engineers and non-engineers.
• Good attitude, cross-functional collaboration skills, and a genuine desire to work in a fast-paced environment with evolving requirements.

Bonus Points For:

• Experience building or evaluating AI agents and multi-step tool-use systems.
• Experience with Cassandra or other large-scale NoSQL systems.
• Familiarity with ReactJS or front-end frameworks.
• Prior work with vector databases or embedding pipelines.

Why Backblaze: 

• Build open source software used by developers worldwide.
• Work at the intersection of AI, data, and cloud storage.
• Collaborate with experienced engineering, product, and QA teams.
• Competitive compensation and benefits.
• Remote-first culture supporting work-life balance.

At this point, we hope you're feeling excited about the job description you're reading. Even if you don't meet every requirement, we still encourage you to apply. Learning, developing, and growing are key parts of our culture. We're eager to meet people who believe in our mission and can contribute to our team in various ways. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.

At Backblaze, we value being fair and good to our customers, partners, and employees. That’s why diversity, equity, and inclusion are at the core of our values. We are committed to fostering a workforce where all employees feel a sense of belonging regardless of race, ethnicity, nationality, gender, sexual orientation, age, religion, socio-economic status, ability, veteran status, and education. We believe that our dedication to cultivating a diverse workspace not only allows us to better serve our customers in over 175 countries but further reinforces our commitment to doing the right thing. We are proud to be an Equal Opportunity Employer.

To understand more about the data we collect and process as part of your application, please view our Backblaze Employee Privacy Notice.

#LATAM

About the Role

A Team Leader is expected to bring a high level of technical knowledge of both third-party and Veeam products, communicate effectively, collaborate efficiently with other team members to improve team knowledge, and maintain a high level of customer satisfaction while maintaining morale and other major components of the workforce. A Team Leader is expected to perform periodic quality assurance checks of team workflow, provide necessary coaching to correct deficiencies, help address customer concerns directly, and arbitrate between technical levels and Product teams to ensure customers are receiving the best assistance available. 

What You’ll Do 

• Manage and direct a group of Technical Support Engineers to ensure successful customer experiences with issues or errors regarding product implementation, usage, and application or customer infrastructure, as outlined in the Veeam Support Policy. 

• Provide in-depth, expert technical support and troubleshooting for Veeam Software clients via telephone, email, and web conferencing. 

• Assist in escalation cases via internal and external distribution lists. 

• Analyze, diagnose, and provide solutions and or workarounds for virtualization software, operating systems, networks, and applications in relation to Veeam software product problems or questions. 

• Monitor ticket queues for SLA compliance, including updates to and work on assigned cases in a timely manner. 

• Maintain strong customer rapport and excellent, timely communication. 

• Communicate effectively with Sales Representatives and other internal teams. 

• Be a point of contact with on-call responsibilities for high-priority, highly complex issues. 

• Manage and reduce ambiguity. 

• Operate in an environment with frequent changes, including stressful situations. 

• Routinely train and mentor less experienced engineers. 

• Perform other duties as assigned. 

What You’ll Bring 

• Demonstrable strong technical knowledge and systematic problem-solving skills, sharing insights to elevate team and customer outcomes. 

• Ability to engage empathetically and communicate clearly with customers and colleagues, ensuring all interactions and documentation are professional, concise, customer-centric, and actionable. 

• Previous business-to-business (B2B) technical support experience with high-tech products or services is required, including virtualization, Windows infrastructure, and cloud-based storage or deployments. 

• Strong networking background required. 

• Three to five years of server administration and troubleshooting experience. 

• Five years of client or customer support experience at Level II or Level III with demonstrated problem resolution skills. 

• Exceptional communication skills, both verbal and written. 

Bonus Skills 

• Project management certifications or experience with productivity tools used at Veeam, such as Jira and Confluence. 

• Administration certifications for Amazon Web Services, Azure, or other similar cloud offerings. 

• Security certifications or equivalent work history involving management of certificate stores and cloud platform credential management. 

What You’ll Get 

• Two weeks of paid vacation, 12 statutory holidays, plus four extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares. 

• Paid parental leave: eight days for fathers, 122 days for birthing parents, and 92 days for adoptive parents. 

• Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents. 

• Mental health support, therapy sessions, and virtual care through the Employee Assistance Program. 

• Retirement and social security contributions through Costa Rica’s statutory programs. 

• Life insurance equal to 24 times monthly salary, plus disability and funeral coverage. 

• Daily cafeteria subsidy. 

• Fertility, adoption, and surrogacy support, plus 24 paid volunteer hours through Veeam Cares. 

• Opportunities to learn and grow through on-demand libraries such as LinkedIn Learning and O’Reilly, mentoring, workshops, and learning events like the annual Global Day of Learning. 

Please note: The position is based in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica, Veeam reserves the right to decline the application. All applications must be submitted in English.

#LI-FT1
#LI-HYBRID

About this role

The Team Leader is responsible for managing Inside Sales team to execute on a sales strategy to meet/exceed sales quota for a given territory through setting business goals and managing the performance of Individual Contributors. Team Leader is also responsible for career planning and development of team members.

What you'll do

• Hiring and onboarding of new team members.
• Executing on a sales strategy to meet/exceed regional and team revenue targets, setting role-based targets, conducting performance management and ensure that the team meets their roles- based KPI’s.
• Ensure that the sales plan is aligned with and supports the corporate revenue goals.
• Collaborating with Segment Leaders on territory planning and execution.
• Ensure Veeam Core Values are being carried out by all employees on the team.
• Ensure the team is adequately staffed at any given point in time to accommodate the work load on all assigned territories.
• Work with internal training team to ensure proper onboarding and training for all employees on the team (assessment on the process and knowledge possessed by the new hires).
• Coordinate sales activities, develop and mentor staff to drive performance and career development.
• Conduct regular one to one meetings with team members to provide them constructive feedback on their performance.
• Facilitate problem solving and collaboration.
• Keep direct and upper management updated with any challenges/issues affecting the work.
• Conduct regular pipe-line reviews and provide an accurate forecast against the quarterly sales quota.
• Making sure the team is using the Veeam CRM system (Salesforce.com) on a regular basis and log all the activities and updates in the tool.
• Participate in management meetings and take responsibility for sales improvement initiatives and other assigned actions.
• Maintaining and promoting a successful and positive work environment.

What you'll Bring

• Bachelor’s Degree required (a combination of education and experience will be considered).
• Business-to-business (B2B) sales experience of high-tech products/services .
• Experience in people/team management. 
• Self-education on sales and technical related matters.
• Ability to work well with all levels of the organization in a matrix style organization.
• Good coaching and mentoring skills.
• Able to speak to both decision-makers and junior staff in a tactful and sensitive manner.
• Capacity for innovative thinking and problem-solving.
• Good communication skills.

What You'll get

• Two weeks of paid vacation, 12 statutory holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
• Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents
• Mental health support, therapy sessions, and virtual care via our Employee Assistance Program
• Retirement and social security contributions through Costa Rica’s statutory programs
• Life insurance equal to 24x monthly salary, plus disability and funeral coverage
• Daily cafeteria subsidy
• Fertility, adoption, and surrogacy support, plus 24 paid volunteer hours through Veeam Cares
• Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning

ROLE OVERVIEW

The Senior Renewals Operations Manager, Professional Services is a strategic, highly cross-functional role responsible for driving the effectiveness, scalability, and overall experience of the global Professional Services organization. Acting as a key operational partner to the SVP of Professional Services, this role owns the end-to-end Technical Account Manager (TAM) experience—ensuring process excellence, data-driven execution, and operational consistency across regions.

Positioned at the center of the post-sales ecosystem, this role aligns Professional Services with Renewals, Customer Success, Support, and Sales to ensure a seamless, scalable, and predictable customer experience. The role leverages data, analytics, and AI-driven capabilities to enhance performance, improve decision-making, and enable growth. This is a high-impact individual contributor role with strong executive visibility.

WHAT YOU’LL DO

• Act as a trusted operational partner to Professional Services leadership, translating strategy into scalable execution
• Own and evolve the global Professional Services operating model, ensuring consistency and scalability across regions
• Drive the rhythm of the business (weekly, monthly, quarterly) to proactively identify risks and optimize performance
• Define and track KPIs and leading indicators to measure health, productivity, and predictability
• Own and enhance the end-to-end Technical Account Manager (TAM) experience, improving workflows, tools, and processes
• Reduce operational friction and increase time spent on high-value customer engagement
• Drive cross-functional alignment with Renewals, Customer Success, Support, Sales, Finance, and Systems teams
• Lead change management initiatives to ensure adoption of new processes, tools, and operating models
• Leverage data, analytics, and AI-driven capabilities to deliver insights, improve predictability, and enable automation
• Partner with systems and analytics teams to build scalable reporting, workflows, and predictive models

TECHNOLOGIES YOU’LL WORK WITH

Salesforce (or similar CRM platforms), QTC systems, BI & analytics tools, workflow automation platforms, AI-driven analytics tools

WHAT YOU’LL BRING

• 6+ years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or similar
• ENGLISH BILINGUAL
• Strong cross-functional influence and ability to drive outcomes without direct authority
• Experience working with senior leadership and presenting executive-ready insights
• Deep understanding of post-sales, renewals workflows, data, and systems
• Strong analytical mindset with the ability to translate insights into action
• Proven ability to drive complex initiatives from ideation to execution
• Advanced proficiency with CRM and sales operations tools (e.g., Salesforce)
• Ability to operate effectively in fast-paced, evolving environments

BONUS SKILLS

• Experience in SaaS, subscription renewals, or customer lifecycle operations
• Familiarity with BI tools, automation platforms, and renewals tooling
• Exposure to AI-driven analytics, predictive modeling, or automation
• Experience supporting global, multi-regional teams

WHAT YOU’LL GET

• Two weeks of paid vacation, 12 statutory holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
• Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents
• Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents
• Mental health support, therapy sessions, and virtual care via our Employee Assistance Program
• Retirement and social security contributions through Costa Rica’s statutory programs
• Life insurance equal to 24x monthly salary, plus disability and funeral coverage
• Daily cafeteria subsidy
• Fertility, adoption, and surrogacy support, plus 24 paid volunteer hours through Veeam Cares
• Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning

#LI-CC1

ROLE OVERVIEW

The Senior Renewals Operations Manager, Customer Success is a strategic, highly cross-functional role responsible for driving the effectiveness, scalability, and overall experience of the global Customer Success organization. Acting as a key operational partner to the VP of Customer Success, this role owns the end-to-end Customer Success Manager (CSM) experience—ensuring process excellence, data-driven execution, and operational consistency across regions.

Positioned at the center of the customer experience ecosystem, this role aligns Customer Success with Renewals, Support, Professional Services, and Sales to ensure a seamless, scalable, and predictable customer journey. The role leverages data, analytics, and AI-driven capabilities to improve retention, expansion, and overall customer outcomes. This is a high-impact individual contributor role with strong executive visibility.

WHAT YOU’LL DO

• Act as a trusted operational partner to Customer Success leadership, translating strategy into scalable execution
• Own and evolve the global Customer Success operating model, ensuring consistency and scalability across regions
• Drive the rhythm of the business (weekly, monthly, quarterly) to proactively identify churn risk and optimize performance
• Define and track KPIs and leading indicators to measure customer health, retention, expansion, and predictability
• Own and enhance the end-to-end Customer Success Manager (CSM) experience, improving workflows, tools, and processes
• Reduce operational friction and increase time spent on high-value customer engagement
• Drive cross-functional alignment with Renewals, Support, Professional Services, Sales, Finance, and Systems teams
• Lead change management initiatives to ensure adoption of new processes, tools, and operating models
• Leverage data, analytics, and AI-driven capabilities to identify churn risk, surface expansion opportunities, and improve predictability
• Partner with systems and analytics teams to build scalable reporting, workflows, and predictive models

TECHNOLOGIES YOU’LL WORK WITH

Salesforce (or similar CRM platforms), QTC systems, BI & analytics tools, workflow automation platforms, AI-driven analytics tools

WHAT YOU’LL BRING

• 6+ years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or similar
• ENGLISH BILINGUAL
• Strong cross-functional influence and ability to drive outcomes without direct authority
• Experience working with senior leadership and presenting executive-ready insights
• Deep understanding of post-sales, renewals workflows, data, and systems
• Strong analytical mindset with the ability to translate insights into action
• Proven ability to drive complex initiatives from ideation to execution
• Advanced proficiency with CRM and sales operations tools (e.g., Salesforce)
• Ability to operate effectively in fast-paced, evolving environments

BONUS SKILLS

• Experience in SaaS, subscription renewals, or customer lifecycle operations
• Familiarity with BI tools, automation platforms, and customer success / renewals tooling
• Exposure to AI-driven analytics, predictive modeling, or automation
• Experience supporting global, multi-regional teams

SUCCESS IN THIS ROLE

• Improved Customer Success Manager experience and productivity
• Reduced operational friction and increased customer-facing time
• Increased predictability, early churn risk identification, and stronger forecast confidence
• Strong cross-functional alignment and reduced escalations
• High adoption of new processes, tools, and AI-driven capabilities
• Measurable improvements in customer success execution quality, consistency, and outcomes

WHAT YOU’LL GET

• Two weeks of paid vacation, 12 statutory holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
• Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents
• Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents
• Mental health support, therapy sessions, and virtual care via our Employee Assistance Program
• Retirement and social security contributions through Costa Rica’s statutory programs
• Life insurance equal to 24x monthly salary, plus disability and funeral coverage
• Daily cafeteria subsidy
• Fertility, adoption, and surrogacy support, plus 24 paid volunteer hours through Veeam Cares
• Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning

#LI-CC1

ROLE OVERVIEW

The Senior Renewals Operations Manager, Customer Support is a strategic, highly cross-functional role responsible for driving the effectiveness, scalability, and overall experience of the global Customer Technical Support organization. Acting as a key operational partner to the VP of Customer Technical Support, this role owns the end-to-end Technical Support Engineer (TSE) experience—ensuring process excellence, data-driven execution, and operational consistency across regions.

Positioned at the center of the post-sales ecosystem, this role aligns Customer Support with Renewals, Customer Success, Professional Services, and Sales to ensure a seamless, scalable, and predictable customer experience. The role leverages data, analytics, and AI-driven capabilities to enhance performance, improve decision-making, and enable continuous improvement. This is a high-impact individual contributor role with strong executive visibility.

WHAT YOU’LL DO

• Act as a trusted operational partner to Customer Technical Support leadership, translating strategy into scalable execution
• Own and evolve the global Customer Support operating model, ensuring consistency and scalability across regions
• Drive the rhythm of the business (weekly, monthly, quarterly) to proactively identify risks and optimize performance
• Define and track KPIs and leading indicators to measure support health, productivity, and predictability
• Own and enhance the end-to-end Technical Support Engineer (TSE) experience, improving workflows, tools, and processes
• Reduce operational friction and increase time spent on high-value customer interactions
• Drive cross-functional alignment with Renewals, Customer Success, Professional Services, Sales, Finance, and Systems teams
• Lead change management initiatives to ensure adoption of new processes, tools, and operating models
• Leverage data, analytics, and AI-driven capabilities to deliver insights, improve predictability, and enable automation
• Partner with systems and analytics teams to build scalable reporting, workflows, and predictive models

TECHNOLOGIES YOU’LL WORK WITH

Salesforce (or similar CRM platforms), QTC systems, BI & analytics tools, workflow automation platforms, AI-driven analytics tools

WHAT YOU’LL BRING

• 6+ years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or similar
• ENGLISH BILINGUAL
• Strong cross-functional influence and ability to drive outcomes without direct authority
• Experience working with senior leadership and presenting executive-ready insights
• Deep understanding of post-sales, renewals workflows, data, and systems
• Strong analytical mindset with the ability to translate insights into action
• Proven ability to drive complex initiatives from ideation to execution
• Advanced proficiency with CRM and sales operations tools (e.g., Salesforce)
• Ability to operate effectively in fast-paced, evolving environments

BONUS SKILLS

• Experience in SaaS, subscription renewals, or customer lifecycle operations
• Familiarity with BI tools, automation platforms, and support or renewals tooling
• Exposure to AI-driven analytics, predictive modeling, or automation
• Experience supporting global, multi-regional teams

WHAT YOU'LL GET

• Two weeks of paid vacation, 12 statutory holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
• Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents
• Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents
• Mental health support, therapy sessions, and virtual care via our Employee Assistance Program
• Retirement and social security contributions through Costa Rica’s statutory programs
• Life insurance equal to 24x monthly salary, plus disability and funeral coverage
• Daily cafeteria subsidy
• Fertility, adoption, and surrogacy support, plus 24 paid volunteer hours through Veeam Cares
• Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning

#LI-CC1

About the Role

We are looking for a strategic and people-focused Director, Technical Support (VBR) to lead a key segment of Veeam’s global Technical Support organization. In this role, you will drive operational excellence, customer satisfaction, and team performance across a multi-level support structure, including Managers, Team Leaders, and Technical Support Engineers.

You will play a critical role in scaling support operations, improving efficiency, and shaping the future of support through initiatives such as Knowledge-Centered Service (KCS) and AI-driven support models. This position requires a strong balance of technical understanding, leadership capability, and strategic thinking, with direct impact on customer experience and business outcomes.

What You’ll Do

Leadership & Strategy

• Lead and develop a multi-layered Technical Support organization through Managers and Team Leaders
• Define and execute support strategies aligned with global objectives and company goals
• Drive adoption and maturity of Knowledge-Centered Service (KCS) practices
• Lead the integration of AI-powered tools and automation across support workflows
• Collaborate cross-functionally to ensure alignment and consistency across regions

Operational Excellence

• Ensure high-quality, timely customer support delivery across all channels
• Define and track KPIs related to customer satisfaction, SLAs, productivity, and efficiency
• Oversee workforce planning, capacity management, and resource allocation
• Drive continuous improvement initiatives across tools, processes, and workflows
• Lead cross-functional projects and operational initiatives as project owner

People Management & Development

• Build, coach, and inspire a high-performing, customer-centric organization
• Foster a culture of accountability, collaboration, and continuous improvement
• Mentor Managers and Team Leaders, developing future leadership bench strength
• Partner with HR to attract, retain, and develop top technical talent
• Support career development and technical enablement programs

Customer Engagement & Escalation Management

• Act as senior escalation point for complex customer issues and strategic accounts
• Build strong relationships with customers, partners, and internal stakeholders
• Ensure effective collaboration between Support, R&D, Product, and Customer teams
• Represent the support organization in internal and external forums

Transformation & Innovation

• Lead KCS implementation and drive knowledge-sharing culture
• Support AI-driven initiatives to improve efficiency and customer experience
• Establish feedback loops with Product and Engineering to improve product quality

Technologies You’ll Work With

• CRM and case management platforms (e.g., ServiceNow)
• Knowledge management systems and KCS frameworks
• AI-powered support tools (routing, summarization, virtual assistants)
• Cloud, virtualization, storage, and data protection technologies
• Operational and performance analytics tools

What You’ll Bring

• 10+ years of experience in Technical Support, Customer Success, or similar roles within a software or IT organization
• 5+ years of experience leading large, complex, multi-level teams
• Strong understanding of Technical Support operations, including SLAs, escalation management, and ticket workflows
• Experience with continuous improvement methodologies (Lean, ITIL, Six Sigma)
• Proven track record improving customer satisfaction, operational efficiency, and team engagement
• Experience implementing and scaling Knowledge-Centered Service (KCS)
• Exposure to AI and automation initiatives in customer support environments
• Strong understanding of cloud, virtualization, storage, and data protection technologies
• Excellent communication, leadership, and stakeholder management skills
• Bachelor’s degree in Computer Science, Information Systems, Business, or related field (or equivalent experience)

Bonus Skills

• Experience with Veeam products and services, or similar product environments
• Experience supporting virtualization or SaaS-based products
• Experience with budgeting, forecasting, and large-scale resource planning
• Experience driving global transformation initiatives in support organizations

What You’ll Get

• Two weeks of paid vacation, 12 statutory holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
• Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents
• Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents
• Mental health support, therapy sessions, and virtual care via our Employee Assistance Program
• Retirement and social security contributions through Costa Rica’s statutory programs
• Life insurance equal to 24x monthly salary, plus disability and funeral coverage
• Daily cafeteria subsidy
• Fertility, adoption, and surrogacy support
• Opportunities to learn and grow through on-demand libraries, mentoring, workshops, and global learning events

Please note: The position is based in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica, Veeam reserves the right to decline the application. All applications must be submitted in English.

#LI-FT1
#LI-HYBRID

 How You'll Make an Impact: 

As a Customer Support Coach, you will be the voice of and advocate for our customers, providing exceptional support. By resolving questions and troubleshooting issues across multiple channels, you’ll ensure a seamless experience for our hotel partners. Your contributions will strengthen client relationships, promote software adoption, and shape the future of our platform by sharing valuable feedback. You'll also play a key role in creating training materials, updating support resources, and staying ahead of system updates, making a lasting impact on our customers and team.

Our Customer Support Team:

Join a dynamic, fully remote team of over 60 global Customer Support professionals united by our goal of delivering exceptional customer experiences across live chat, email, and phone. We pride ourselves on our supportive, diverse, and collaborative culture, where continuous learning, growth, and innovation drive everything we do. Be part of a team that values connection, celebrates success, and always strives to exceed expectations!

What you Bring to the Team:

• Assist and support our existing customers (hotel properties) daily in the use of our software
• Resolve customers' inquiries via phone, email, chat, or any other media that Cloudbeds uses to help customers
• Troubleshoot and make outbound calls for escalated issues
• Foster strong customer relationships with empathy to drive loyalty, retention, and increased software adoption.
• Gather customers' feedback and requirements for future releases of the software
• Use training materials and attend company-wide online training sessions to keep up-to-date with the latest system updates

What Sets You Up for Success: 

• 1+ years of hospitality experience in hotels, hostels, BNBs, or similar with Front Desk, Night Auditor, Revenue Manager, General Manager, or similar roles
• Previous experience in customer service or similar is a plus
• Native or Fluent in English
• Excellent communication skills and a positive attitude
• Excellent problem-solving skills and emotional intelligence
• Great levels of learning agility
• A compatible graduation course or more than 2 years of proven experience in the area
• Skill with computers and systems
• Excellent internet/wifi connection

#LI-LT1

The mission of Speechify is to make sure that reading is never a barrier to learning.

Over 50 million people use Speechify’s text-to-speech products to turn whatever they’re reading – PDFs, books, Google Docs, news articles, websites – into audio, so they can read faster, read more, and remember more. Speechify’s text-to-speech reading products include its iOS app, Android App, Mac App, Chrome Extension, and Web App. Google recently named Speechify the Chrome Extension of the Year and Apple named Speechify its App of the Day.

Today, nearly 200 people around the globe work on Speechify in a 100% distributed setting – Speechify has no office. These include frontend and backend engineers, AI research scientists, and others from Amazon, Microsoft, and Google, leading PhD programs like Stanford, high growth startups like Stripe, Vercel, Bolt, and many founders of their own companies.

Overview

With the growth of our iOS app, being the #18 productivity app in the App Store category and also our recent recognition as Apple's 2025 Design Award for inclusivity, we find the need for a Senior iOS Engineer to help us support the new user base as well as work on new and exciting projects to push our missing forward.   

This is a key role and ideal for someone who thinks strategically, enjoys fast-paced environments, passionate about making product decisions, and has experience building great user experiences that delight users.

We are a flat organization that allows anyone to become a leader by showing excellent technical skills and delivering results consistently and fast. Work ethic, solid communication skills, and obsession with winning are paramount. 

Our interview process involves several technical interviews and we aim to complete them within 1 week. 

What You’ll Do

• Opportunity to lead key engineering and product decisions
• Actively shipping production code for the Speechify iOS app
• Work within a dedicated product team
• Participate in product discussions to shape the product roadmap
• Maintain and enhance the existing complex app architecture

An Ideal Candidate Should Have

• Experience. You've worked on products that scaled to a large user base
• Track record. You have worked on various products from inception to decent traction. You have been responsible for engineering the product
• Customer obsession. We expect every team member whose responsibilities directly impact customers to be constantly obsessed about providing the best possible experience
• Product thinking. You make thoughtful decisions about the evolution of your product and support internal teams and designers into taking the right direction
• Speed. You work quickly to generate ideas and know how to decide which things can ship now and what things need time
• Focus. We’re a high-growth startup with a busy, remote team. You know how and when to engage or be heads down
• Technical skills. Swift, SwiftUI

Technical Requirements:

• Swift Programming Language
• SwiftUI experience
• Experience in Multithreading Programming
• Working with CI/CD infrastructure
• Experience with Fastlane
• SOLID principles, the ability to write every single class according to SOLID
• Experience with Git and understanding of different Git strategies

What We offer:

• A fast-growing environment where you can help shape the company and product
• An entrepreneurial crew that supports risk, intuition, and hustle
• The opportunity to make a big impact in a transformative industry
• A competitive salary, a collegiate atmosphere, and a commitment to building a great asynchronous culture
• Work on a product that millions of people use and where daily feedback includes users sharing that they cried when they first found the product because it was so impactful on their lives
• Support people with learning differences like Dyslexia, ADD, Low Vision, Concussions, Autism, and Second Language Learners, and give reading superpowers to professionals all over the world
• Work in one of the fastest growing sectors of tech: Intersection of Artificial Intelligence and Audio

Think you’re a good fit for this job? 

Tell us more about yourself and why you're interested in the role when you apply.
And don’t forget to include links to your portfolio and LinkedIn.

Not looking but know someone who would make a great fit? 

Refer them! 

Speechify is committed to a diverse and inclusive workplace.

Speechify does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

About Backblaze

Backblaze is the object storage leader in the open cloud movement, fueling customer success with cloud storage built purposefully to unlock budgets, unburden administrators, and unleash innovators. Together with our partners, we’re helping customers break free from the restrictive, overpriced legacy solutions that hold them back, and blaze forward with the full power of the open cloud in their hands.

Founded in 2007, we scaled the business with less than $3 million in outside funding until 2021, when we did a traditional IPO on the Nasdaq stock exchange. Today, Backblaze generates over $100m in revenue and is the leading specialized storage cloud - managing over three billion gigabytes of data storage for 500K+ customers in 175+ countries, including businesses, developers, IT professionals, and individuals.

But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. We’re seeking a Sr. Software Engineer to join our team!

What You'll Do:

You will work on our storage platform which supports the B2 Object Storage and Computer Backup products, responsible for reliably storing the customer data. You will help improve durability, increase throughput, and drive architectural changes to support the long term requirements of our service.

The Right Fit:

• 7+ years of OOP (Java, Rust, C++, C#, etc)  in an enterprise environment (personal project work not included)
• Experience building large scale software systems running on thousands of servers
• Comfortable with all aspects of the software development lifecycle, including design, implementation, testing, and rollout
• Exhibits curiosity and seeks to understand before offering solutions
• Applies analytical thinking to ambiguous problems

Bonus points for:

• Proficiency in Java or Rust
• Experience building and interpreting models, dashboards, or reports
• Familiarity with hard drive performance
• Understanding of Linux internals and file systems

At this point, we hope you're feeling excited about the job description you're reading. Even if you don't meet every requirement, we still encourage you to apply. Learning, developing, and growing are key parts of our culture. We're eager to meet people who believe in our mission and can contribute to our team in various ways. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.

At Backblaze, we value being fair and good to our customers, partners, and employees. That’s why diversity, equity, and inclusion are at the core of our values. We are committed to fostering a workforce where all employees feel a sense of belonging regardless of race, ethnicity, nationality, gender, sexual orientation, age, religion, socio-economic status, ability, veteran status, and education. We believe that our dedication to cultivating a diverse workspace not only allows us to better serve our customers in over 175 countries but further reinforces our commitment to doing the right thing. We are proud to be an Equal Opportunity Employer.

To understand more about the data we collect and process as part of your application, please view our Backblaze Employee Privacy Notice.

#LATAM

About Backblaze

Backblaze provides reliable, high-availability cloud storage trusted by consumers, SMBs, enterprises, and developers in over 150 countries. Backblaze B2 Cloud Storage supports data-intensive workloads including backup, media, analytics, and modern AI pipelines. Our teams focus on building secure, durable, scalable systems with a strong emphasis on application security from day one and protecting customers to keep them safe.

But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. We are hiring a Sr. Software Engineer to join our Front End Engineering team. This team builds the core customer facing web applications and services that power how customers model, manage, and secure organizations in Backblaze. That includes identity and access foundations, cloud storage resource management, and UI/service implementations  integrated with a modern role-based access control system management that governs access to resources at scale.

About the Role

In this role, you will design and build highly available and modern web applications and services in our TypeScript and React ecosystem. You will work and integrate with systems that sit at the center of customer administration, authorization, and resource orchestration, with design challenges shaped by ideas found in platforms such as AWS IAM, GCP IAM, and Azure RBAC.

This is a strong fit for an engineer who enjoys building modern and scalable production web applications and services, can reason rigorously about security and correctness, and is comfortable owning the full lifecycle (design, implementation, rollout, and operation) of an application integrated with distributed systems. We also value engineers who use modern AI tools effectively to accelerate development, improve design quality, and strengthen security and maintainability.

Responsibilities:

• Design, build, and evolve scalable front end web applications and web application services using Typescript & React with backend JS frameworks like NestJS and NextJS.
• Develop core application functionality like user interfaces and backend-for-frontend code, and integrate with other existing services via REST and gRPC APIs.
• Partner with adjacent platform and product teams to integrate with authentication and other shared systems.
• Write technical designs, break down ambiguous problems, and drive projects from concept through production rollout.
• Own the full delivery lifecycle for the systems you build, including architectural design, testing strategy, deployment, observability, and operational readiness.
• Diagnose and resolve complex production issues involving distributed services and cross-service dependencies.
• Improve system security, correctness, and developer velocity through thoughtful design, automation, and use of modern AI-assisted engineering tools.
• Contribute to engineering excellence through code review, design review, mentoring, and raising the technical bar across the team.
• Collaborate cross-functionally with Product, Security, Quality Assurance (QA), Support, Finance, and other partners to translate business and operational requirements into robust technical solutions.

Required Qualifications:

• 7+ years of professional software engineering experience, with substantial experience building and operating production web applications and services.
• Strong experience with TypeScript/JavaScript and React in a production environment.
• Experience integrating APIs and service interfaces, including compatibility, migrations, and staged rollouts.
• Experience building scalable, complex UIs and debugging issues in production.
• Strong foundation in backend concepts like databases, and API implementation and integration with REST, gRPC or similar interface protocols.
• Experience with containerized development and deployment environments.
• Experience with observability practices and tools for metrics, logging, and operational debugging.
• Sound judgment in frontend architecture, access control concepts, and frontend application security fundamentals.
• Demonstrated ability to lead technical work across the full software development lifecycle.
• Strong written and verbal communication skills, including the ability to collaborate effectively across engineering and non-engineering partners.

Preferred Qualifications: 

• Experience with Protocol Buffers and gRPC, and TypeScript/JavaScript based backend frameworks and services
• Experience with Vitess or other large-scale SQL platforms.
• Experience integrating with internal and external APIs
• Experience working across a polyglot stack that includes backend and TypeScript-based clients and tooling.
• Practical experience using AI-assisted development tools such as Cursor, Claude Code, Gemini, or similar to improve engineering productivity and code quality.
• Experience mentoring engineers and influencing technical direction beyond your immediate project area.

Why Backblaze

• Build modern customer facing applications that are designed to deliver our core product offerings and exceed customer expectations.
• Work on technically challenging solutions at the intersection of cloud infrastructure, identity, authorization, and scale.
• Collaborate with experienced engineers, product leaders, and security partners in a remote-first environment.
• Help build the applications that are central to Backblaze’s product offerings for both the present and future
• Competitive compensation, benefits, and a culture that values thoughtful, sustainable engineering.

At this point, we hope you're feeling excited about the job description you're reading. Even if you don't meet every requirement, we still encourage you to apply. Learning, developing, and growing are key parts of our culture. We're eager to meet people who believe in our mission and can contribute to our team in various ways. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.

At Backblaze, we value being fair and good to our customers, partners, and employees. That’s why diversity, equity, and inclusion are at the core of our values. We are committed to fostering a workforce where all employees feel a sense of belonging regardless of race, ethnicity, nationality, gender, sexual orientation, age, religion, socio-economic status, ability, veteran status, and education. We believe that our dedication to cultivating a diverse workspace not only allows us to better serve our customers in over 175 countries but further reinforces our commitment to doing the right thing. We are proud to be an Equal Opportunity Employer.

To understand more about the data we collect and process as part of your application, please view our Backblaze Employee Privacy Notice.

#LATAM

About Backblaze

Backblaze provides reliable, high-availability cloud storage trusted by consumers, SMBs, enterprises, and developers in over 150 countries. Backblaze B2 Cloud Storage supports data-intensive workloads including backup, media, analytics, and modern AI pipelines. Our teams focus on building secure, durable, scalable systems with a strong emphasis on application security from day one and protecting customers to keep them safe.

But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. We are hiring a Sr. Software Engineer to join our Organization Services team. This team builds the core backend services that power how customers model, manage, and secure organizations in Backblaze. That includes organization and account lifecycle management, identity and access foundations, and a modern role-based access control system that governs access to resources at scale.

About the Role

In this role, you will design and build highly available backend services and APIs in our Kotlin/Java ecosystem and will work on front-end applications written in React and Typescript. You will work on systems that sit at the center of customer administration, authorization, and resource orchestration, with design challenges shaped by ideas found in platforms such as AWS IAM, GCP IAM, and Azure RBAC.

This is a strong fit for an engineer who enjoys building foundational platform capabilities, can reason rigorously about security and correctness, and is comfortable owning complex systems through design, implementation, rollout, and operation. We also value engineers who use modern AI tools effectively to accelerate development, improve design quality, and strengthen security and maintainability.

Responsibilities:

• Design, build, and evolve scalable backend services and APIs in Kotlin and Java, with strong attention to performance, reliability, and long-term maintainability.
• Develop core platform capabilities, including organizational resource hierarchies and access policies.
• Partner with adjacent platform and product teams to integrate with authentication, storage, billing, and other shared systems.
• Write technical designs, break down ambiguous problems, and drive projects from concept through production rollout.
• Own the full delivery lifecycle for the systems you build, including schema design, migrations, testing strategy, deployment, observability, and operational readiness.
• Diagnose and resolve complex production issues involving distributed services, MySQL/Vitess, and cross-service dependencies.
• Improve system security, correctness, and developer velocity through thoughtful design, automation, and use of modern AI-assisted engineering tools.
• Contribute to engineering excellence through code review, design review, mentoring, and raising the technical bar across the team.
• Collaborate cross-functionally with Product, Security, QA, Support, Finance, and other partners to translate business and operational requirements into robust technical solutions.

Required Qualifications:

• 7+ years of professional software engineering experience, with substantial experience building and operating production backend services.
• Strong experience with Java and/or Kotlin in a production environment.
• Experience designing and evolving APIs and service interfaces, including compatibility, migrations, and staged rollouts.
• Experience building scalable, reliable distributed systems and debugging issues in production.
• Strong foundation in data modeling and relational database development, including MySQL or similar systems.
• Experience with containerized development and deployment environments.
• Experience with observability practices and tools for metrics, logging, and operational debugging.
• Sound judgment in secure system design, access control, and backend application security fundamentals.
• Demonstrated ability to lead technical work across the full software development lifecycle.
• Strong written and verbal communication skills, including the ability to collaborate effectively across engineering and non-engineering partners.

Preferred Qualifications:

• Experience with Protocol Buffers and gRPC, including schema evolution and service design.
• Experience with Vitess, sharded relational systems, or other large-scale SQL platforms.
• Experience building identity, access management, policy, or authorization systems.
• Experience working across a polyglot stack that includes backend and TypeScript-based clients and tooling.
• Practical experience using AI-assisted development tools such as Cursor, Claude Code, Gemini, or similar to improve engineering productivity and code quality.
• Experience mentoring engineers and influencing technical direction beyond your immediate project area.

Why Backblaze

• Build foundational platform and security capabilities used by customers around the world.
• Work on technically meaningful problems at the intersection of cloud infrastructure, identity, authorization, and scale.
• Collaborate with experienced engineers, product leaders, and security partners in a remote-first environment.
• Help shape systems that are central to Backblaze’s enterprise and platform strategy.
• Competitive compensation, benefits, and a culture that values thoughtful, sustainable engineering.

At this point, we hope you're feeling excited about the job description you're reading. Even if you don't meet every requirement, we still encourage you to apply. Learning, developing, and growing are key parts of our culture. We're eager to meet people who believe in our mission and can contribute to our team in various ways. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.

At Backblaze, we value being fair and good to our customers, partners, and employees. That’s why diversity, equity, and inclusion are at the core of our values. We are committed to fostering a workforce where all employees feel a sense of belonging regardless of race, ethnicity, nationality, gender, sexual orientation, age, religion, socio-economic status, ability, veteran status, and education. We believe that our dedication to cultivating a diverse workspace not only allows us to better serve our customers in over 175 countries but further reinforces our commitment to doing the right thing. We are proud to be an Equal Opportunity Employer.

To understand more about the data we collect and process as part of your application, please view our Backblaze Employee Privacy Notice.

#LATAM

Role Summary:

As a Senior Full-Stack Software Engineer at OfficeSpace, you will play a pivotal role in designing, developing, and optimizing innovative software solutions. Your work will directly contribute to a high-performance, AI-driven technology environment, focusing on using Ruby on Rails for backend development and React for frontend development to deliver scalable, user-focused applications.

What You’ll Do:

• Full-Stack Development:  Develop and enhance applications using Ruby on Rails and React. Focus on creating scalable and maintainable solutions with user-centric designs.
• Drive High-Impact Solutions:  Contribute to the development and maintenance of solutions emphasizing performance, reliability, and maintainability. Work with technologies like Google Cloud Platform and BigQuery for efficient data management and analytics.
• AI & Data-Driven Innovation: Leverage AI-powered tools to streamline processes, improve user experiences, and enhance development workflows.
• End-to-End Ownership & Quality Shift-Left: Collaborate on code quality, applying test-driven development and embedding quality checks throughout the development process.
• Performance Optimization: Assist in identifying and resolving performance bottlenecks to enhance speed and reliability.
• Security & Technical Integrity: Proactively address security concerns and contribute to maintaining a high standard of code integrity.
• Collaborative Development: Work closely with team members, including junior engineers, to share knowledge, provide constructive code reviews, and implement best practices.

What You’ll Bring:

• Technical Expertise: 5+ years of full-stack development experience, with strong proficiency in Ruby on Rails and React..
• API Development: Familiarity with GraphQL or RESTful API design and implementation.
• Cloud and Data: Exposure to cloud technologies like Google Cloud Platform and experience with databases such as MariaDB or NoSQL systems (e.g., Redis, Elasticsearch).
• Performance Optimization: Understanding of application performance metrics and strategies for improvement.
• AI & Automation: Familiarity with AI tools to automate tasks and improve efficiency.
• Team Collaboration: Demonstrated ability to collaborate within agile teams, working closely with product managers and designers to deliver high-quality solutions.
• Mentorship: Some experience mentoring junior developers is a plus.

The Varicent Associate TAM works alongside Technical Account Managers within the Customer Success organization with a portfolio of clients who have subscribed to the VIP Program. The Associate TAM will act as a Varicent adviser to client resources with the aim to maximize the VIP client’s return on their Varicent investment. This will require building strong relationship with all stakeholders and supporting business goals by solving go to market challenges with innovative solutions. This will include answering product, process and solution specific questions as well as proactively monitoring existing solutions for optimal performance. Adapting and evolving existing solution with net new implementation and adoption of new features and functionality will help further drive the value of Varicent solutions. Working in tandem with the primary TAM, the Associate TAM will play an integral role in owning the customer’s technical success and supporting all system and solution–focused conversations.

KEY RESPONSIBILITIES 

• Advanced SQL is mandatory
• Support the primary TAM in monitoring the health and performance of Varicent solutions across a portfolio of VIP customers. 
• Assist in coaching users on foundational Varicent functionality, configuration concepts, and best-practice methodologies. 
• Participate in reviewing new features, fixes, and release notes to help assess potential impact on the customer’s environment. 
• Contribute to configuring Varicent solutions based on documented customer requirements, under guidance from the senior TAM. 
• Prepare and share monthly performance, utilization, and support-related metric summaries. 
• Analyze solution usage and data patterns to help identify potential issues or areas for optimization. 
• Assist in implementing proactive maintenance actions and solution improvements. 
• Collaborate with TAMs and Internal teams to troubleshoot errors, investigate defects, and support solution optimization efforts. 
• Identify opportunities for customer value realization and surface to the primary TAM for strategic review. 
• Contribute to customer conversations that frame Varicent products as targeted solutions to process challenges, enabling thoughtful upsell, cross-sell, and expansion motions. 
• Parter with the TAM team to support sustainable customer engagement, project outcomes, and product adoption. 
• Contribute to planning and estimating tasks within the Technical Success journey, ensuring alignment within available customer VIP entitlement. 
• Work with internal stakeholders to understand change management processes and assist in recommending improvements where appropriate. 
• Collaborate with TAMs to maintain reusable object repository. 

EDUCATION & EXPERIENCE 

• At least 5 years of experience in IT Consulting, Enterprise Software Implementation  
• Prior experience with Query Based Languages and Relational Databases 
• Technical data skills including strong experience with SQL data manipulation, Microsoft Excel 
• Preferred: Understanding of Sales Performance Management domain 
• Strongly Preferred: Hands on experience of Varicent software products (Administering, implementing and / or supporting)
• Basic knowledge of system configurations, data models, and data integration best practice concepts. 

PERFORMANCE BASED SUCCESS CRITERIA  

1-3 Months

During this time, the Associate Technical Account Manager will successfully: 

• Familiarize oneself with company culture, policies, escalation paths, and internal systems.  
• Training and onboarding will be completed.  
• Learn the various systems used in daily operations. 
• Participation in team meetings and events. 

Success Indicators: 

• Complete all onboarding activities and training with passing grades 
• Seen by peers as responsive and professional 
• Demonstrate curiosity and engagement 

4-6 Months

During this time, the Associate Technical Account Manager will successfully: 

• Begin managing defined customer work triaged by your Technical Account Manager cohorts. 
• Adhere to VIP program deliverables including task tracking against active initiatives. 
• Begin to prioritize tasks, escalate blockers, communicate effectively and demonstrate problem resolution, personal growth, and adaptability.  
• Support data validation, report creation, performance troubleshooting, and config changes as needed. 

Success Indicators: 

• Complete assigned technical work with some oversight 
• Demonstrate an understanding of model structure and customer needs 
• Provide meaningful updates and documentation 

7 Months & beyond

During this time, the Associate Technical Account Manager will successfully: 

• Candidate will manage a full client portfolio.  
• Operate as a trusted technical partner, supporting the TAM at a strategic level. 
• Independently deliver core TAM activities 
• Configuration work 
• Troubleshooting & support 
• Documentation of changes and existing build 
• Generating usage, performance, and status reporting (flagging important data points) 
• Participate in journey/plan execution 

After 12 months should be able to perform all duties of a TAM 

• Performing a complete Annual Health Check  
• Articulate findings, risks, and recommendations 
• Support value tracking & outcomes 
• Support cross selling initiatives by documenting use cases and your portfolio’s technical needs 

Success Indicators: 

• Customer confidence and satisfaction 
• Portfolio managed with minimal oversight and escalation 
• High-quality delivery within contractual hours 
• Annual Health Check completed independently

The Varicent Associate TAM works alongside Technical Account Managers within the Customer Success organization with a portfolio of clients who have subscribed to the VIP Program. The Associate TAM will act as a Varicent adviser to client resources with the aim to maximize the VIP client’s return on their Varicent investment. This will require building strong relationship with all stakeholders and supporting business goals by solving go to market challenges with innovative solutions. This will include answering product, process and solution specific questions as well as proactively monitoring existing solutions for optimal performance. Adapting and evolving existing solution with net new implementation and adoption of new features and functionality will help further drive the value of Varicent solutions. Working in tandem with the primary TAM, the Associate TAM will play an integral role in owning the customer’s technical success and supporting all system and solution–focused conversations.

KEY RESPONSIBILITIES 

• Advanced SQL is mandatory
• Support the primary TAM in monitoring the health and performance of Varicent solutions across a portfolio of VIP customers. 
• Assist in coaching users on foundational Varicent functionality, configuration concepts, and best-practice methodologies. 
• Participate in reviewing new features, fixes, and release notes to help assess potential impact on the customer’s environment. 
• Contribute to configuring Varicent solutions based on documented customer requirements, under guidance from the senior TAM. 
• Prepare and share monthly performance, utilization, and support-related metric summaries. 
• Analyze solution usage and data patterns to help identify potential issues or areas for optimization. 
• Assist in implementing proactive maintenance actions and solution improvements. 
• Collaborate with TAMs and Internal teams to troubleshoot errors, investigate defects, and support solution optimization efforts. 
• Identify opportunities for customer value realization and surface to the primary TAM for strategic review. 
• Contribute to customer conversations that frame Varicent products as targeted solutions to process challenges, enabling thoughtful upsell, cross-sell, and expansion motions. 
• Parter with the TAM team to support sustainable customer engagement, project outcomes, and product adoption. 
• Contribute to planning and estimating tasks within the Technical Success journey, ensuring alignment within available customer VIP entitlement. 
• Work with internal stakeholders to understand change management processes and assist in recommending improvements where appropriate. 
• Collaborate with TAMs to maintain reusable object repository. 

EDUCATION & EXPERIENCE 

• At least 5 years of experience in IT Consulting, Enterprise Software Implementation  
• Prior experience with Query Based Languages and Relational Databases 
• Technical data skills including strong experience with SQL data manipulation, Microsoft Excel 
• Preferred: Understanding of Sales Performance Management domain 
• Strongly Preferred: Hands on experience of Varicent software products (Administering, implementing and / or supporting)
• Basic knowledge of system configurations, data models, and data integration best practice concepts. 

PERFORMANCE BASED SUCCESS CRITERIA  

1-3 Months

During this time, the Associate Technical Account Manager will successfully: 

• Familiarize oneself with company culture, policies, escalation paths, and internal systems.  
• Training and onboarding will be completed.  
• Learn the various systems used in daily operations. 
• Participation in team meetings and events. 

Success Indicators: 

• Complete all onboarding activities and training with passing grades 
• Seen by peers as responsive and professional 
• Demonstrate curiosity and engagement 

4-6 Months

During this time, the Associate Technical Account Manager will successfully: 

• Begin managing defined customer work triaged by your Technical Account Manager cohorts. 
• Adhere to VIP program deliverables including task tracking against active initiatives. 
• Begin to prioritize tasks, escalate blockers, communicate effectively and demonstrate problem resolution, personal growth, and adaptability.  
• Support data validation, report creation, performance troubleshooting, and config changes as needed. 

Success Indicators: 

• Complete assigned technical work with some oversight 
• Demonstrate an understanding of model structure and customer needs 
• Provide meaningful updates and documentation 

7 Months & beyond

During this time, the Associate Technical Account Manager will successfully: 

• Candidate will manage a full client portfolio.  
• Operate as a trusted technical partner, supporting the TAM at a strategic level. 
• Independently deliver core TAM activities 
• Configuration work 
• Troubleshooting & support 
• Documentation of changes and existing build 
• Generating usage, performance, and status reporting (flagging important data points) 
• Participate in journey/plan execution 

After 12 months should be able to perform all duties of a TAM 

• Performing a complete Annual Health Check  
• Articulate findings, risks, and recommendations 
• Support value tracking & outcomes 
• Support cross selling initiatives by documenting use cases and your portfolio’s technical needs 

Success Indicators: 

• Customer confidence and satisfaction 
• Portfolio managed with minimal oversight and escalation 
• High-quality delivery within contractual hours 
• Annual Health Check completed independently