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Tier 1 Technical Support (Jira-Focused)
Sky Systems, Inc
🇨🇷 Costa Rica
Remote
2 months ago
- Jira
- triage
- ITIL
2 months ago
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
- 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
- Exposure to Jira configuration or administration concepts
- Familiarity with ITIL or service management best practices
- Experience supporting SaaS applications or enterprise tools
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.
Tier 1 Technical Support (Jira-Focused) · Sky Systems, Inc