Senior Technical Analyst – Help Desk (P-127)

SMASH, Who we are?We are agents for tech professionals in Costa Rica and Colombia that help them build careers in the United States.We believe in long-lasting relationships with our talent. We invest time getting to know them and understanding what they seek as their professional next step.We aim to find the perfect match. As agents, we pair our talent with our US clients, not only by their technical skills but as a cultural fit. Our core competency is to find the right talent fast.We purposefully move away from the “contractor” or “outsourcing” type of relationship. Our clients don’t want contractors or “just a service.” Neither does our talent.Our BenefitsWellness CoverageRemote WorkBirthday day offRecognition and rewards systemReferrals ProgramBusiness skill coachingEnglish classes for Smashers and relativesLearning opportunitiesThis position is Remote to work with a US Company; you will require to have Citizenship or a work permit from Costa Rica to apply for this role.Role SummaryYou will provide expert-level technical support for the Yardi Senior product suite, resolving complex system issues and ensuring high service quality. This role requires deep troubleshooting expertise, cross-functional collaboration, and a proactive approach to risk mitigation and stakeholder communication.ResponsibilitiesDeliver advanced technical support for escalated help desk issues related to the Yardi Senior product suite.Troubleshoot complex system and integration issues, providing clear and effective solutions.Manage and resolve high-priority incidents while maintaining communication with key stakeholders.Respond to inbound support requests via ticketing systems, phone, email, and chat.Document, track, and prioritize all issues in the help desk platform (JIRA, ServiceNow, Zendesk).Stay updated on new Yardi product features, patches, and system updates.Ensure adherence to SLAs for response time, resolution, and customer satisfaction.Collaborate with internal teams to identify recurring issues and develop long-term solutions.Provide detailed reports and status updates for leadership and cross-functional teams.Support continuous improvement initiatives and promote best practices in technical support.Anticipate risks and implement mitigation strategies to ensure system stability and service reliability.Requirements – Must-havesBachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).5+ years of experience in IT, help desk, or technical support roles, including 2+ years in a senior or lead capacity.Strong knowledge of the Yardi Senior product suite (preferred).Proficiency with help desk and CRM tools such as JIRA, ServiceNow, or Zendesk.Strong understanding of web-based applications, SaaS products, and IT systems.Demonstrated troubleshooting and problem-solving expertise.Excellent documentation, reporting, and communication skills.Ability to manage multiple priorities while maintaining attention to detail.Experience with Agile and project management methodologies.Nice-to-haves (optional)ITIL or Help Desk Management certification.Agile, Six Sigma, or PMP certification.Experience supporting property management or senior housing technology environments.Familiarity with SQL, data integrations, or API-based troubleshooting.LanguagesEnglish B2+, Spanish C1