Strong experience in a technical support or help desk environment
Basic understanding or hands-on exposure to Jira (ticketing, workflows, dashboards)
Strong troubleshooting and problem-solving skills
Excellent communication and customer service skills
Requirements:
Provide Tier 1 support by troubleshooting and resolving basic technical issues (applications, access, tickets, etc.)
Manage and triage incoming support tickets via Jira
Assist users with Jira-related questions, including ticket creation, status updates, and basic workflows
Escalate complex issues to Tier 2/3 support as needed
Job description
Role: Tier 1 Technical Support (Jira-Focused) Position Type: Full-Time Contract (40hrs/week) Contract Duration: 6+months (potentially long-term) Work Hours: Pacific Standard Time (PST) Work Schedule: 8 hours/day (Mon-Fri) Location: 100% Remote (Candidates can work from anywhere in Costa Rica)
Position Overview:
We are seeking a motivated Tier 1 Technical Support professional with foundational knowledge of Jira and strong technical aptitude. This role will provide first-level support to end users while developing the skills necessary to grow into a Jira Administrator position.
Key Responsibilities:
Provide Tier 1 support by troubleshooting and resolving basic technical issues (applications, access, tickets, etc.)
Manage and triage incoming support tickets via Jira
Assist users with Jira-related questions, including ticket creation, status updates, and basic workflows
Escalate complex issues to Tier 2/3 support as needed
Document issues, resolutions, and support processes
Maintain strong communication with end users to ensure timely resolution and high customer satisfaction
Support basic system administration tasks and participate in process improvement initiatives
Required Qualifications:
Strong experience in a technical support or help desk environment
Basic understanding or hands-on exposure to Jira (ticketing, workflows, dashboards)
Strong troubleshooting and problem-solving skills
Excellent communication and customer service skills
Ability to learn new systems and technologies quickly
Preferred Qualifications:
Exposure to Jira configuration or administration concepts
Familiarity with ITIL or service management best practices
Experience supporting SaaS applications or enterprise tools
Career Growth Opportunity:
This role is designed as a career path into a Jira Administrator position. Candidates should have a demonstrated interest in system administration, process automation, and continuous learning.
