Technical Support Manager Based San Jose Costa Rica jobs at Armis in Costa Rica, San José

This is a hybrid position based out of San Jose, Costa Rica. 3+ days a week in office.

Responsibilities:

Our Tier 2 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 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

What you will do:

Website Management & Optimization

• Maintain and update the Armis corporate website (built on WordPress).
• Ensure site speed, uptime, and technical health (including security, broken links, and plugin updates).
• Optimize site performance for SEO, AI search, and lead generation.
• Collaborate with design and content teams to keep branding and campaigns fresh and aligned.
• Ensure mobile responsiveness and compliance with accessibility standards.

Analytics & Insights

• Monitor web traffic, user behavior, and conversion rates.
• Use tools like Google Analytics and Hotjar to analyze performance.
• Identify areas for improvement and run A/B tests to optimize UX and lead capture.

Technical Development & Support

• Implement new features and functionality (landing pages, modules, widgets, etc.).
• Coordinate with IT and external vendors on hosting and infrastructure.
• Back up site data and support basic security protocols.

• 3–5+ years of web development or website management experience (ideally in tech or SaaS).
• Strong skills in WordPress (or similar CMS), HTML, CSS, and JavaScript.
• Experience with SEO best practices and web analytics.
• Ability to prioritize tasks, solve problems, and work across teams.
• Fluent in English, both written and spoken.

- Meal Vouchers

How to Apply:

We know there is a lot to consider when applying for a new job, and quite often job descriptions provide a lot of detail for candidates… but here at Armis, we strongly encourage you to try to avoid the ​​confidence gap​.​​ We don’t expect you to meet each of the listed requirements perfectly to be considered for any of our roles.

You’ll be responsible forleading critical technical escalations- organizing internal response efforts across Support, R&D, Product, and CS - and ensuring issues are tracked, resolved, and communicated with urgency and clarity.

You will also help shape ourand, developing the structure, workflows, and reporting mechanisms that drive visibility and consistent resolution of high-risk situations.

What You’ll Do

• Lead high-priority technical escalations across global customer accounts, coordinating with Engineering, Product, and Customer Success teams to drive resolution.
• Be the single-threaded owner for escalated accounts and/or issues, managing both internal response and customer communication.
• Launch and manage our Critical Account List , tracking escalations in JIRA and reporting weekly status to senior leadership (e.g., VP of Support, CEO, CTO).
• Triage and prioritize open support cases tied to escalated accounts, ensuring timely closure and alignment with SLAs.
• Conduct post-mortems and assist in Root Cause Analysis (RCA) documentation and follow-ups.
• Create and optimize escalation workflows , standard operating procedures, and cross-functional communication templates.
• Drive continuous improvement by identifying systemic issues and working with stakeholders to reduce escalation triggers.
• Mentor future escalation hires as the team grows and help define a clear career path within the escalation function.

• 3+ years of escalation management experience in a global enterprise environment
• 8+ years of technical support experience with increasing scope, including direct work with Engineering and Product teams
• Strong technical background, ideally including:
• Networking (TCP/IP, Application Layer)
• Linux systems administration
• SaaS infrastructure (Docker, Kubernetes, Cloud services)
• Cross-functional leadership experience - comfort working with VP+ stakeholders across departments
• Project management certification or experience (ITIL, PMP, Lean/Six Sigma a plus)
• Strong written and verbal communication skills in English
• Experience working with tools such as JIRA , Salesforce , Slack, Confluence, etc.
• Cybersecurity industry experience preferred, especially in network or endpoint security

Bonus Qualities

• Experience working in a fast-paced growth environment
• Familiarity with Critical Accounts tracking frameworks or incident command systems

What You'll Do

• Supervise and mentor technical support engineers, assigning tasks and ensuring efficient issue resolution.
• Responsible for supporting, coaching, developing, and supervising a team of technical support engineers.
• Motivate the team members and address any issues which may arise as part of daily work life.
• Identify areas for new training or skills development.
• Communicate Organizational goals and business needs to help set the right expectation.
• Monitor the daily activities of each team member including backlog management.
• Be responsible for the Technical Support Team achieving high customer satisfaction and success measured through specific KPIs.
• Maintain a high degree of knowledge about products and technical issues affecting those products.
• Provide managerial oversight of and contribute to technical support for Armis’s customers and serve as an escalation channel for internal and external customers.
• Implement Knowledge-Centered support efforts ensuring key team learning is aggregated, communicated and integrated across the team to achieve greater results.
• Work closely with other Customer Experience teams, Product Management, Program Management, Engineering, among others, representing the Support team to develop new procedures, products or improve existing support processes.
• Develop and enforce policies and procedures.
• Monitor case updates sent by team members and help them with any improvements if needed.
• Reaching out to customers for any surveys where a follow-up is required.

What We Expect

• 10-15+ years of technical experience
• 5+ years management experience
• Strong understanding of network protocols (TCP/IP, routing, switching)
• Expertise in network security technologies (firewalls, intrusion detection/prevention systems, VPNs)
• Experience with security best practices, frameworks (such as NIST, CIS, etc), and compliance standards
• Expertise in cloud technologies like AWS
• Proven ability to troubleshoot complex network, systems, and security issues
• Excellent communication and problem-solving skills
• Leadership experience in managing technical teams
• Relevant certifications like CCNP, CCIE, CISSP, CISA