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

What is the Role

What You Will Be Doing

• Support the planning and execution of multiple strategic projects, building and owning timelines ensuring dependencies are clearly tracked
• Maintain project plans, documentation, and tracking tools to keep initiatives organized and on schedule
• Collaborate with cross-functional teams to ensure alignment and smooth execution of initiatives
• Help drive day-to-day execution of programs by following up on action items, managing timelines, and identifying risks when needed
• Translate high-level ideas or loosely defined initiatives into clear plans, timelines, and actionable tasks
• Adapt quickly to changing priorities, helping teams stay focused and aligned as plans evolve
• Find opportunities to improve workflows, coordination, and efficiency across teams
• Support team member communication by preparing updates, coordinating meetings, and documenting key decisions
• Help remove blockers by coordinating across teams and ensuring next steps are clear

What You Bring Along

• Previous experience managing cross functional projects in a marketing organization
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Comfort working cross-functionally with distributed teams, and the ability to build strong working relationships with them
• Excellent, proactive communication skills with an ability to lead meetings and drive alignment
• A love for process and an understanding of how to map out team processes/timelines, improve upon them, and iterate.
• Familiarity with project management tools (e.g., Workfront or similar platforms)
• 3–6 years of experience in project or program management

We are  searching for an accomplished Sr. Video Producer & Editor to join our Brand Studio. We are looking for a stellar teammate who is passionate about narrative, visual language, and the power of empathy in the creative process.

You will report to the Video Production Lead located in Seattle and will be occasionally required to travel internationally up to 10% of the time (must have an active passport and valid US Visa ). This role is eligible for remote work within Costa Rica. You  must reside in Costa Rica.  

You Will:

• Use motion graphics, animation, and live-action footage to powerfully bring the Smartsheet brand to life in a visually compelling way.
• Produce and coordinate projects involving internal teams, customers, and agency partners, tracking key milestones from concept to delivery.
• Work with stakeholders on scripts and storyboards. Act as the bridge between the business and the creative, deciphering feedback for animators, editors, and vendors.
• Maintain a high level of polish and attention to detail, ensuring all marketing designs (for campaigns, social media, events, and sales collateral) are on-message and push creative boundaries.
• Actively participate in planning and objective creation to ensure video assets align with target audience needs and brand guidelines.
• Ask questions when out of your depth and support other duties as assigned to help the studio succeed.

You Have:

• 5+ years of experience producing and editing content within a marketing or creative environment ideally in a technology environment or related field.
• You are someone who understands the nuance of animation and flow, yet possesses the project management chops to lead a production from "scrappy" internal initiatives to high-budget broadcast spots. You will be a confident collaborator—comfortable leading when necessary and supporting when needed—always ensuring the final product is something the entire team can be proud of.
• Advanced proficiency in Adobe Creative Suite (Premiere, After Effects, and Photoshop are required; full suite preferred), with a strong emphasis on motion graphics animation and a continued ability to learn industry plug-ins, filters and any adjacent environments (Eleven Labs, Figma, Canva, Firefly, etc.
• Deep understanding of video production workflows, audio recording/mixing, and YouTube best practices.
• Experience working closely with essential executives and business leaders to form lasting internal partnerships.
• A body of work that demonstrates outstanding storytelling, "scrappy" problem-solving, and high-end production value.
• Bachelor’s degree, relevant certifications or equivalent experience in a relevant field (Film, Animation, Journalism, Marketing, or Communications).

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)

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 is the Role:

What You Will Do:

• Develop, implement and maintain automated solutions within Xactly system to optimize performance and efficiency
• Find opportunities for process improvements and system enhancements to reduce manual intervention and errors
• Working closely with internal partners (such as: Sales Operations, IT, Accounting and Internal Audit) to analyze plan design requirements, ensure system changes meet business needs, plan and perform UAT testing for IT development work performed in Xactly ensuring full accuracy of Xactly system calculation
• Document and communicate test results, and coordinate with IT and other teams to address any issues
• Xactly system administration (statement creation, compensation plan template creation, population setup, credit loads, compensation plan release) as needed
• Build, test and distribute Xactly Analytics and ad-hoc reports on sales compensation metrics and performance
• Apply advanced Excel skills to analyze data, identify trends, and deliver actionable insights
• Identify and drive process improvements by providing key inputs during process standardization during fiscal year
• Deliver training and support to end-users on system functionalities and processes

What You Will Bring:

• 5+ years of work experience with Xactly Incent and Analytics commission software, plus a working experience with Salesforce, Workday, ServiceNow
• 5+ years of work experience in Sales Compensation / Operation / Analytics area (knowledge of sales compensation process, year-end and month close activities)
• Strong proficiency with Excel and attention to detail
• Confirmed experience in design and execution user acceptance testing (UAT) and system implementation projects
• Superb communication and engagement skills
• Strong analytical and reasoning skills, a proven professional experience in content creation, data analysis & reporting
• Comfortable with fast pace environments and desire to own, re-build, improve upon existing processes
• Standout colleague who can partner well across various teams but also able to work independently
• Highly collaborative style and the ability to adjust on the fly to new demands with a sense of urgency

Why we're hiring:

WPP is at the forefront of the marketing and advertising industry's largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This Team will play a crucial role in enabling the ongoing transformation of our agencies and functions.

We are looking for a highly technical IT manager to oversee End User Services (EUS) and drive strategic technology operations across the Costa Rica market. This role ensures optimal service delivery, enhances IT frameworks, and manages a diverse technology landscape, integrating user endpoint infrastructure, security, and compliance requirements. The successful candidate will lead IT transformation initiatives and collaborate with cross-functional teams to align technology services with business objectives while maintaining robust system integrity and security posture.

What you'll be doing:

Roles and Responsibilities

• Oversee and manage daily technology operations to ensure high availability and reliability of IT services.
• IT Budget management
• Coordinate with cross-functional teams to implement technology solutions aligned with business objectives (WPP ET).
• Monitor system performance, troubleshoot issues, and ensure timely resolution of incidents.
• Manage IT infrastructure, including servers, networks, and cloud services, maintaining security and compliance standards. (AZURE, LAN)
• Supervise and guide technical support staff, fostering professional growth and effective teamwork.
• Collaborate with vendors and service providers for procurement, maintenance, and contract management.
• Report on operational metrics, incident trends, and improvement initiatives to senior leadership.
• Drive the adoption of best practices in IT service management and operational excellence following WPP ET guidelines
• Attend and interact effectively and directly with stakeholders
• Management of support for business-critical applications

Leadership & Line Management of Engineer Resources

• Directly manage EUS Leads and Engineers, facilitate resource planning and workload distribution, ensuring optimal efficiency across projects and operational demands.
• Set clear goals, expectations, and KPIs to measure individual and team performance across technical operations.
• Lead mentoring and skills development initiatives, fostering a culture of innovation and technical excellence.
• Champion process standardization, implementing ITIL and service management best practices for consistent execution.

Ticket Queue Management & SLA Compliance

• Oversee ticket queue management, ensuring incidents and requests are categorized, prioritized, and assigned efficiently.
• Monitor SLA compliance, tracking ticket resolution times and ensuring adherence to service performance metrics.
• Ensure documentation of all incidents and service requests, creating detailed root cause analyses for major recurring issues.
• Lead stakeholder communication on SLA performance, ensuring transparency in service quality and incident handling expectations.

Performance Optimization

• Utilize ITIL methodologies to improve service delivery, reduce incidents, and enhance end-user experience.
• Implement continuous improvement initiatives, analyzing ticket backlog data to enhance service response times and reduce bottlenecks.
• Identify opportunities to implement AI-driven support solutions, including chatbots, predictive analytics, and self-service portals to streamline IT assistance.

Infrastructure & End-User Services Management

• Manage, implement, and optimize end-user service solutions to enhance support function in the Costa Rica market
• Oversee device management, endpoint security, and identity access controls, ensuring compliance with global standards.
• Manage deployment, configuration, and lifecycle support for core user environments, including endpoint devices, collaboration platforms, business systems and remote access solutions.

Technology Strategy & Architecture

• Develop and refine country IT infrastructure roadmaps, ensuring alignment with business needs and scalability considerations.
• Lead technology standardization efforts for network architecture, Active Directory, endpoint security, and service automation platforms.
• Collaborate with global technology teams to integrate IT frameworks, including enterprise mobility, security policies, and system automation.
• Drive continuous improvements in system architecture, ensuring optimized performance of IT assets across on-premises and cloud-based environments.

Security, Compliance & Risk Management

• Implement cybersecurity best practices in coordination with the Cyber, Risk & Compliance (CRC) team.
• Ensure regulatory compliance across identity & access management (IAM), endpoint encryption, and data protection strategies.
• Lead incident response protocols, overseeing vulnerability management, SIEM monitoring, and remediation efforts.

Vendor & Cost Optimization

• Manage enterprise agreements with our technology partners, vendors and providers, ensuring cost-effective procurement of any licensing and services.
• Optimize IT budgets, identifying opportunities for cost reduction in service contracts and hardware lifecycle management.
• Evaluate emerging technology solutions that align with business expansion and infrastructure modernization initiatives.

Project Management & IT Transformation

• Lead market deployment of global IT initiatives, including Network, Infrastructure, Modern Workplace, and Security transformations.
• Coordinate cross-functional teams on technology rollouts, overseeing user migration strategies, cloud adoption plans, and infrastructure upgrades.

What you'll need:

• Bachelor's degree in Information Technology, Computer Science or a related field. Or relevant experience within Information Technology.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Understanding of IT endpoint infrastructure, including Microsoft OS, MacOS, Active Directory, device management, Identity Management and Audio-Visual technology.
• Proficiency in ITIL and ITSM frameworks
• Experience with endpoint management platforms, including MDM solutions like Jamf and Intune.
• Demonstrated experience in IT governance, compliance audits, and risk mitigation strategies.
• Budget management expertise, overseeing software licensing, vendor contracts, and IT cost optimization.

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-Onsite