Support Engineer, Veeqo, Veeqo

This is a full-time, non-virtual, permanent position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.

Veeqo is a multi-channel shipping software built to simplify fast-growth ecommerce. Acquired by Amazon in 2021, Veeqo helps sellers cut shipping costs while increasing the speed of fulfilling customer orders. In this role, selected candidate(s) will report to the SJO Site Lead, and will be responsible for ensuring that standards for productivity and quality assurance are met by the team of Agents and Support Engineers.

As a Veeqo Support Engineer, your main focus will be to diagnose, investigate and resolve incident tickets in accordance with priority, while providing consistent and high-quality service. The role of a Veeqo Support Engineer is to provide technical resolution to escalated issues and to support the rest of the team and company with technical queries. Our customers raise queries to our front-line Seller Support Agents who provide phone, email and live chat support. Where these queries or issues require a detailed technical investigation, they will be passed to Veeqo Support Engineers who will conduct a thorough review and ultimately resolve or escalate accordingly. A Veeqo Support Engineer will also identify chronic system issues, provide process improvements and recommendations, develop internal documentation, and contribute to a team environment by leveraging their knowledge, networking with teammates and colleagues, and powering AI for automation.

Bachelor's degree or equivalent in Computer Science, Engineering, Information Systems Management, Information Security or other related fields

• 2+ years of technical support, or 2+ years of software development experience
• Experience providing training and mentorship
• Advanced English (C1)

Preferred Qualifications

• Experience with programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and/or PHP)
• Knowledge of general AI tools
• Previous experience working in a Support Desk environment and utilizing associated Support Desk software and processes would be an advantage.

This role does not offer down-leveling or promotion through interviews. Job applicants must already be at the level of the job of interest to be eligible for consideration. In accordance with RTO Guidance, selected candidate(s) will be required to work fully from one of Amazon Costa Rica's corporate buildings in Calle Blancos, San José. Amazon is a multinational technology company with English as its core business language. CVs must be submitted in English to be eligible for consideration. Candidates who do not currently work at Amazon will receive an online assessment as a first stage of their application process. Please complete it within 72 hours of application, otherwise the application will be assumed as Withdrawn (the assessment takes 20-30 minutes to complete).