IT Support Specialist

Costa Rica

Company Overview

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

The Team & Role

We are seeking a skilled and customer focused IT Support Specialist to join our team in San José, Costa Rica. The ideal candidate will provide exceptional technical support to all users located in country, both in office and remote.. This role requires a combination of technical expertise, strong communication skills and a proactive approach to problem-solving. We are continually driving the implementation of new technologies to bring our work environment to the future which requires a team ready to take on new challenges. Be a part of a growing company poised for growth and an energetic engaging team!

You’ll be working primarily in office for this position, as Zuora is opening a new office in San Jose in September. There are frequent local events in San Jose that you will be expected to attend. Your peers will be distributed at other world wide locations including California, London, Beijing and India.

Our Tech Stack: MacBooks, Windows laptops, Zoom/Neat technology, Google Workspace, Slack and a variety of applications running on our employee’s clients.

What you’ll do

• Provide day to day technical support to users in office and remote, helping them with their laptops, zoom setups, accessories, collaboration whiteboards and workspace management tools, assisting them with most office needs.
• Support your peers on the site services team around the world in our internal ticketing system
• Facilitate office access and badging for employees and guests
• Take pride in the appearance of the office and make it friendly for our employees and guests
• Own and manage the inventory of laptops in country
• Work with leadership on the overall plan for hardware and software in Costa Rica
• Assist teams in the development and testing of new technical solutions in the office
• Prepare hardware setups for new incoming employees and conduct training sessions to help them get started with their equipment
• Install, upgrade and configure systems to ensure a top notch user experience
• Conduct user training sessions when required to help employees make the best use of our technology investments
• Engage and support our executive leadership when they have issues with their technology solutions
• Maintain an overall high quality security posture for the enterprise environment
• Maintain adequately stocked kitchens and office supplies, restock paper and copy machine products, and general upkeep of office equipment
• Manage shipping and receiving for the office
• Meet with facilities vendors as needed
• We do our best to maintain broad worldwide support coverage, however at times may be asked to participate in on-call duties

Your experience

• 3+ years of hands-on IT support experience
• 3+ years supporting macOS and Windows devices
• Fluency in English
• Bachelor’s degree in Information Technology, Computer Science or related field preferred
• Proven experience as an IT Support Specialist or similar role
• Experience supporting a large heterogeneous SaaS environment such as Okta, Google Workspace, Salesforce and Kandji/Iru
• Experience in troubleshooting technical issues and solving in both on-site and remote environments
• Excellent communication skills
• Ability to work independently with urgency and collaboratively within a team
• A strong desire to learn
• Ability to lift or carry desktop computers up to 25 lb

Nice to haves:

• Familiarity with security best practices and compliance standards
• Exposure to collaboration hardware and software including Zoom and Neat.io
• Experience with Active Directory and networking concepts

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs" are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world.

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

• Competitive compensation, corporate bonus program and performance rewards, company equity and retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.

Location & Work Arrangements

Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. This role requires presence in the office at least four days per week.

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.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards 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.