Associate Support Engineer

Qualifications

• Demonstrated experience in a technical support, DevOps, or platform operations role.
• Proficiency with support ticketing systems (ServiceNow a plus) and observability tools (Splunk a plus).
• Strong problem-solving skills with a methodical approach to identifying and resolving issues.
• Exposure to monitoring and observability tools (e.g., Prometheus, Grafana, Splunk), with the ability to interpret system and application metrics.
• Experience with at least one scripting or programming language (e.g., Python, Bash, PowerShell) to automate repetitive tasks.
• Familiarity with containerized environments and/or Kubernetes-based platforms (e.g., OpenShift).
• Understanding of common database technologies (PostgreSQL, MongoDB a plus) and messaging systems (RabbitMQ a plus).
• Ability to analyze data and produce meaningful reports on trends, metrics, and service health.
• Ability to create and maintain clear technical documentation and knowledge base content.
• Customer-focused mindset with a positive service attitude and professional communication skills.
• Self-starter with a strong work ethic, eager to learn and grow in a fast-paced environment

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
• Additional Perks: Employee Assistance Program, Employee Discount Program and more!

Associate Oracle Analyst

This position is only accepting applicants already located in Costa Rica

Why WWT?

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, World Wide Technology (WWT) is a global technology solutions provider leading the AI and Digital Revolution. With more than$20 billion in annual revenue, WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for large public and private organizations. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 12,000 employees and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work for its unique blend of determination, innovation and creating a great place to work for all. With this culture at its foundation, WWT bridges the gap between business and technology to make a new world happen for its customers, partners and communities.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the INFOPS Application Development Team and why join?

The INFOPS Application Development team is responsible for the delivery and support of platforms used by our custom application development organization. These highly available platforms are used by our WWT internal users and external customers around the globe. The applicant will work in a fast-paced / highly collaborative environment, both within the team and across the organization. The team strongly emphasizes DevOps methodologies and partners with our stakeholders to deliver secure, reliable, and highly performant platforms that are easily consumable.

We are in search of an Associate Support Engineer to join a talented group of software and platform engineers who will provide advanced support for the platforms we manage. Our customers are mainly custom application developers, and the candidate will be responsible for triaging, troubleshooting, and resolving support work. The candidate will have a keen eye for identifying trends, improving processes, and documenting solutions.

The candidate is open-minded to varying opinions and able to work collaboratively to reach decisions that are best for our customers, business, and team. The candidate is eager to learn and cross-train relevant skillsets, making this an ideal opportunity for someone who wants to focus primarily on working a support queue ripe for opportunity to automate away toil and drive process efficiency to the benefit of our customers.

Responsibilities

• Provide full-time technical support for critical platforms used by custom application developers, with a strong emphasis on root cause analysis, documentation, and long-term solutions.
• Triage, troubleshoot, and resolve incoming support requests using tools such as ServiceNow and Splunk, ensuring timely and professional communication with customers.
• Analyze trends in support tickets to uncover recurring issues, identify emerging patterns, and proactively recommend improvements to platforms, tooling, or processes.
• Partner with cross-functional support teams to offload non-core support tasks to enable focus on platform-specific support and improvements and ensure appropriate ownership of organization-side support responsibilities.
• Develop and maintain support metrics and reporting to track performance, identify pain points, and communicate the overall health of platform support.
• Build and maintain automation scripts and tools to eliminate repetitive support tasks, improve response times, and enable user self-service.
• Collaborate with internal engineering teams, developers, and cross-functional partners to understand customer needs and deliver effective support.
• Continuously expand knowledge of the business processes and platforms supported to ensure relevance and accuracy in support efforts.
• Participate in Agile team ceremonies, including sprint planning, standups, demos, and retrospectives, to stay aligned with team goals and contribute to planning and delivery.
• Maintain clear, comprehensive documentation for troubleshooting steps, known issues, platform procedures, and automation tools.
• Contribute to the stability and usability of supported platforms by identifying system gaps and working with engineering teams to implement enhancements or fixes.
• Supported Platforms May Include:
  • Red Hat OpenShift
  • PostgreSQL
  • MongoDB
  • Apache Solr
  • RabbitMQ
  • CI/CD platforms (e.g., GitHub, Codefresh, Jenkins)