Platform Support Engineer

360training
360training

Software Engineering, Customer Service

Heredia Province, Heredia, Costa Rica

Posted on Jun 16, 2026
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Position: Platform Support Engineer
Location: Heredia, Costa Rica
Job Id: 558
# of Openings: 1
360training
360training.com is a rapidly growing leader in online training and live training across a wide range of industries and professions. 360training.com provides customers with the regulated training they need to get and keep jobs they want. Over the years, we have continued to grow our expansive library of regulatory-approved training courses with new content suited for today’s modern workforce. By offering these courses online, all 360training.com users experience the convenience and flexibility of earning their certifications in their own time, from anywhere in the world.

At 360training.com, we promote a culture of excellence centered around our two core values: Deliver Results and Do the Right Thing. That focus fosters the success of our employees, while maintaining a team-centric environment which inspires them to do their absolute best. One thing our associates get to experience is the ability to make an impact on day one of working here.

360training offers a compelling compensation package that ties to performance and impact. We offer quality health plans to meet a variety of needs, life and disability benefits, and a Flexible Time Off program.

Platform Support Engineer
Dive into a role where no two days are alike at 360training! As our Platform Support Engineer, you are not just joining a team; you are embarking on a journey where your curiosity and passion for technology will be ignited daily. You will have the unique opportunity to dissect and interact with a multitude of platforms - from our cutting-edge Learning Management System and its associated ecosystems to our robust Regulatory Management system, our dynamic Commerce platform, and even our engaging Marketing sites. This role offers an unparalleled variety of challenges and learning opportunities, ensuring that your technical skills are constantly evolving.

But that is not all. We are at the thrilling starting line of transforming our tech stack to be more microservices-oriented and to embrace composable commerce. This means you will be at the ground floor of this transformative journey, gaining invaluable insights and experiences in the latest technologies and architectural patterns. This is not just a job; it is a chance to be part of something bigger, to contribute to the shaping of our technological future, and to grow every step of the way. Join us, and be prepared to expand your horizons in an environment that values innovation, continuous learning, and your personal growth.

Responsibilities:

Technical Support:
  • Provide first and second-level technical support for platform related issues, ensuring prompt and effective resolution
  • Perform code review and debugging for reported application issues to support development teams in identifying root cause, steps to reproduce and resolution
  • Collaborate with end-users and technical teams to understand and troubleshoot problems, providing clear and concise instructions or solutions
  • Coordinate with customer support teams for user facing incidents
  • Maintain SLA compliance for established metrics
Platform/System Monitoring:
  • Monitor the performance and availability of platforms, respond to alerts and take proactive measures to prevent disruptions
  • Collaborate with technical teams to ensure timely resolution to identified issues and address performance issues based on monitoring data
Incident Management:
  • Manage and resolve user reports issues and incidents related to platform outages or disruptions
  • Diagnose and troubleshoot issues, providing timely resolution to maintain service levels
  • Document incidents, knowledge learned through investigation and resolutions in a detailed and organized manner
Root Cause Analysis:
  • Conduct thorough root cause analysis, including code review, for production incidents and reported issues, documenting findings
  • Collaborate with development teams to address underlying software or configuration issues
Collaboration:
  • Work closely with technical and business teams to resolve complex issues and implement improvements
  • Escalate incidents to appropriate teams when necessary, ensuring timely resolution
  • Adhere to software development standards and maintain high code quality
Documentation:
  • Create and maintain comprehensive documentation for troubleshooting procedures and issue resolution
  • Maintain knowledge base to facilitate efficient issue resolution
User Training and Communication:
  • Provide training to end users for reported issues that can be self-resolved or where additional steps performed on their part will facilitate efficient resolution
Platform Optimization:
  • Facilitate requests across teams for received optimization/enhancement requests to ensure they are logged and prioritized appropriately
  • Collaborate with relevant teams to implement enhancements and updates
Requirements:
  • Bachelor's degree in Computer Science, Information Security, or a related field
  • 1-3 years of experience in IT development or application support roles, demonstrating a foundation in technical troubleshooting and an eagerness to learn.
  • Proven experience in a technical support role with a focus on application, platform, and system support
  • Familiarity with .NET/Java applications, object-oriented programming principles, and SQL query construction.
  • Experience with Jira Cloud for ticket management and metric reporting
  • Knowledge of cloud platforms and services, preferably Azure
  • Excellent interpersonal and communication skills
  • Excellent problem-solving and analytical skills
  • A commitment to continuous professional development and openness to receiving mentorship.
  • Knowledge of web standards (OAuth, SSL, CORS, JWT, etc.) and an introductory understanding of CI/CD and Agile/Scrum processes is beneficial.
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