📍 Job Overview

Job Title: Senior Technical Support Engineer
Company: SurveyMonkey
Location: Sarapiquí, Heredia, Costa Rica
Job Type: Hybrid (3 days in-office)
Category: Technical Support & Customer Success
Date Posted: June 24, 2025
Experience Level: Mid-level (2-5 years)
Remote Status: Hybrid

🚀 Role Summary

Key Responsibilities: Troubleshoot complex customer issues, improve internal processes, collaborate with cross-functional teams, and drive product improvements.
Key Skills: Technical support, troubleshooting, customer service, API support, data analysis, process improvement, communication, and collaboration.

📝 Enhancement Note: This role requires a strong customer-centric approach, problem-solving skills, and the ability to work effectively with both customers and internal teams.

💻 Primary Responsibilities

Customer Support: Resolve technical issues faced by customers, including developers using SurveyMonkey's API, with clarity and empathy.
Process Improvement: Refine troubleshooting processes, systems, and collaboration with other teams to enhance customer support and product quality.
Communication: Provide clear and concise information to customers, internal teams, and stakeholders regarding technical issues, trends, and solutions.
Project Contribution: Contribute to projects that drive meaningful improvements, influencing team and company priorities.

📝 Enhancement Note: This role involves working with customers at their most frustrated moments, requiring exceptional communication skills and patience.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent experience may be considered.

Experience: 3+ years of experience in technical support, with 2+ years supporting developers using an API.

Required Skills:

Proficient understanding of web technology (e.g., HTML, JavaScript, CSS, XML, PHP)
Familiarity with platform/developer technology (e.g., API, SDK)
Strong problem-solving skills and data-driven approach
Excellent written and oral communication skills in English (B2+ level)
Proficient understanding of Salesforce
Demonstrated ability to build and maintain relationships with internal or external collaborators
Proven initiative and accountability in driving functional, team, or business-level improvements

Preferred Skills:

Familiarity with logging technology (e.g., Splunk)
Experience with SaaS products
Knowledge of Spanish (for better communication with local customers)

📝 Enhancement Note: While not explicitly stated, having experience with customer support tools and ticketing systems would be beneficial for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong problem-solving skills and customer-centric approach through case studies or examples of resolved customer issues.
Showcase your ability to analyze data and identify trends to improve processes and products.
Highlight your communication skills by providing clear and concise explanations of technical concepts.

Technical Documentation:

Provide detailed documentation of your troubleshooting process, including steps taken, tools used, and outcomes achieved.
Include any relevant screenshots, error messages, or code snippets to support your explanations.

📝 Enhancement Note: As this role involves supporting developers using SurveyMonkey's API, having examples of API-related troubleshooting would be particularly valuable.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Costa Rica is approximately ₡6,000,000 - ₡8,000,000 per year (USD $10,500 - $13,800 per year), based on local market data and experience level.

Benefits:

Competitive health, dental, and vision insurance plans
Retirement savings plan with company matching
Generous time off, including vacation, sick leave, and holidays
Employee stock purchase plan
Professional development opportunities, such as training, workshops, and conferences
Employee discounts on SurveyMonkey products and services

Working Hours: Full-time position with standard working hours, Monday to Friday, 8:00 AM to 5:00 PM (with a one-hour lunch break). Occasional overtime may be required during peak periods or to resolve critical customer issues.

📝 Enhancement Note: The salary range provided is an estimate based on local market data and may vary depending on the candidate's experience and qualifications. Please refer to the company's benefits package for detailed information on employee benefits.

🎯 Team & Company Context

🏢 Company Culture

Industry: SurveyMonkey operates in the market research and customer experience management industry, with a focus on providing powerful and intuitive survey and form-building tools for businesses and organizations.

Company Size: SurveyMonkey is a mid-sized company with approximately 1,500 employees worldwide, providing a collaborative and dynamic work environment for web technology professionals.

Founded: SurveyMonkey was founded in 1999 and has since grown to become a trusted platform for surveys and forms, used by millions of people and organizations around the world.

Team Structure:

The Technical Support Engineering team works closely with cross-functional teams, including Product, Engineering, and Customer Operations, to resolve customer issues and improve product quality.
The team is structured to provide specialized support for different customer segments, including developers using SurveyMonkey's API.

Development Methodology: SurveyMonkey follows Agile development methodologies, with a focus on continuous improvement, customer feedback, and collaboration.

Company Website: www.surveymonkey.com

📝 Enhancement Note: SurveyMonkey's company culture emphasizes curiosity, innovation, and customer-centricity, making it an ideal fit for candidates who enjoy problem-solving and working with customers to improve products and services.

📈 Career & Growth Analysis

Web Technology Career Level: This role is suitable for mid-level technical support professionals with 2-5 years of experience in troubleshooting and customer support, looking to grow their career in a dynamic and collaborative environment.

Reporting Structure: The Senior Technical Support Engineer reports directly to the Manager of Technical Support Engineering and works closely with cross-functional teams, including Product, Engineering, and Customer Operations.

Technical Impact: This role has a significant impact on SurveyMonkey's customers, helping to resolve technical issues and improve product quality. The insights gained from troubleshooting and analyzing customer issues can influence product changes and drive improvements in the platform.

Growth Opportunities:

Technical Growth: Develop expertise in SurveyMonkey's products, API, and internal tools, and expand your knowledge of web technology and customer support best practices.
Leadership Growth: Demonstrate strong performance and leadership skills to take on more responsibilities, mentor junior team members, and eventually move into a management or leadership role.
Career Transition: Gain experience working with cross-functional teams and develop skills in project management, process improvement, and stakeholder communication to transition into a different role within the organization or the industry.

📝 Enhancement Note: SurveyMonkey offers opportunities for professional development and career growth, with a focus on helping employees build the skills and experience they need to succeed in their roles and advance their careers.

🌐 Work Environment

Office Type: SurveyMonkey's office in Heredia, Costa Rica, is a modern and collaborative workspace designed to foster innovation and productivity. The office features open-plan workspaces, meeting rooms, and breakout areas for employees to use.

Office Location(s): SurveyMonkey's office is located in the provincia of Heredia, approximately 15 kilometers north of San José, the capital of Costa Rica. The office is easily accessible by public transportation and has ample parking for employees who drive.

Workspace Context:

Collaboration: The open-plan workspace encourages collaboration and communication between team members, with plenty of opportunities for informal discussions and idea-sharing.
Equipment: Employees have access to modern hardware and software tools, including laptops, dual monitors, and specialized troubleshooting and customer support software.
Flexibility: The hybrid work arrangement allows employees to balance their time between working from home and the office, providing flexibility for work-life integration.

Work Schedule: The standard workweek is Monday to Friday, with core hours from 8:00 AM to 5:00 PM. Employees are expected to be available during these hours for customer support and team collaboration. Occasional overtime may be required to resolve critical customer issues or meet project deadlines.

📝 Enhancement Note: SurveyMonkey's work environment is designed to support collaboration, innovation, and productivity, with a focus on providing employees with the tools and resources they need to succeed in their roles.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief conversation to assess your communication skills, customer-centric approach, and understanding of the role and its requirements.
Technical Assessment: A hands-on exercise or case study to evaluate your troubleshooting skills, data analysis abilities, and problem-solving approach. This may include working with SurveyMonkey's API, customer support tools, or other relevant technologies.
Behavioral Interview: A discussion focused on your problem-solving skills, customer-centric approach, and ability to work effectively with both customers and internal teams. This may include scenario-based questions and examples from your previous experience.
Final Interview: A conversation with the hiring manager or a panel of stakeholders to discuss your fit for the role, your long-term career goals, and your potential impact on the team and the company.

Portfolio Review Tips:

Highlight your problem-solving skills and customer-centric approach through case studies or examples of resolved customer issues.
Include any relevant data analysis or process improvement projects that demonstrate your ability to identify trends and drive improvements.
Showcase your communication skills by providing clear and concise explanations of technical concepts.

Technical Challenge Preparation:

Familiarize yourself with SurveyMonkey's products, API, and customer support tools.
Brush up on your troubleshooting skills and data analysis abilities, focusing on web technology and customer support best practices.
Prepare examples of your problem-solving approach, customer-centric approach, and ability to work effectively with both customers and internal teams.

ATS Keywords:

Technical Support
Troubleshooting
Customer Service
API Support
Data Analysis
Process Improvement
Communication
Collaboration
Problem Solving
Customer-Centric
Web Technology
Developer Technology
Logging Technology
Salesforce
SaaS
Agile
Customer Operations
Cross-Functional Teams
Stakeholder Communication

📝 Enhancement Note: The interview process for this role is designed to assess your technical skills, problem-solving abilities, and customer-centric approach, as well as your fit for the team and the company culture.

🛠 Technology Stack & Web Infrastructure

Troubleshooting Tools:

SurveyMonkey's internal customer support ticketing system
Salesforce (for customer relationship management and case management)
Web technology (e.g., HTML, JavaScript, CSS, XML, PHP) for troubleshooting and resolving customer issues related to SurveyMonkey's web-based products
API and SDK for supporting developers using SurveyMonkey's API
Logging technology (e.g., Splunk) for analyzing customer issues and identifying trends

Customer Support & Communication Tools:

Email and phone for communicating with customers and internal teams
Instant messaging and collaboration platforms (e.g., Slack, Microsoft Teams) for real-time communication and collaboration with internal teams
Video conferencing tools (e.g., Zoom, Google Meet) for remote customer support and team meetings

📝 Enhancement Note: While specific technology tools and platforms are not mentioned in the job listing, having experience with customer support tools, ticketing systems, and web technology is essential for this role.

👥 Team Culture & Values

SurveyMonkey's Core Values:

Curiosity: We ask questions, seek insights, and continuously learn and improve.
Integrity: We act with honesty, fairness, and respect for others.
Customer-Centric: We put customers first in everything we do.
Collaboration: We work together to achieve our goals and support each other's success.
Inclusion: We foster an inclusive environment where everyone can thrive.

Web Development Values:

Customer Focus: Prioritize customer needs and preferences in all aspects of troubleshooting and problem-solving.
Continuous Learning: Stay up-to-date with the latest web technology trends, best practices, and customer support methodologies.
Collaboration: Work effectively with cross-functional teams, including Product, Engineering, and Customer Operations, to resolve customer issues and improve product quality.
Problem-Solving: Develop strong problem-solving skills and a data-driven approach to troubleshooting and analyzing customer issues.

Collaboration Style:

Cross-Functional Integration: Work closely with Product, Engineering, and Customer Operations teams to resolve customer issues, analyze trends, and drive product improvements.
Code Review Culture: Collaborate with team members to review and improve troubleshooting processes, customer support tools, and internal documentation.
Peer Programming: Partner with team members to tackle complex customer issues, share knowledge, and enhance troubleshooting skills.

📝 Enhancement Note: SurveyMonkey's team culture emphasizes curiosity, collaboration, and customer-centricity, providing an ideal environment for web technology professionals looking to grow their careers in a dynamic and supportive environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Web Technology Challenges: Troubleshoot complex customer issues related to SurveyMonkey's web-based products, API, and web technology stack.
API Support Challenges: Assist developers using SurveyMonkey's API, providing clear and concise explanations of technical concepts, and helping them resolve issues related to integration and functionality.
Data Analysis Challenges: Analyze customer data to identify trends, optimize processes, and drive product improvements.
Customer-Centric Challenges: Work with customers at their most frustrated moments, providing clear and empathetic communication, and helping them resolve technical issues quickly and efficiently.

Learning & Development Opportunities:

Web Technology Skill Development: Enhance your knowledge of web technology, including HTML, JavaScript, CSS, XML, PHP, and other relevant technologies, through hands-on experience, training, and workshops.
Customer Support Methodologies: Develop expertise in customer support best practices, including communication, problem-solving, and process improvement, through training, mentoring, and on-the-job experience.
Leadership Development: Demonstrate strong performance and leadership skills to take on more responsibilities, mentor junior team members, and eventually move into a management or leadership role.

📝 Enhancement Note: SurveyMonkey offers opportunities for professional development and career growth, with a focus on helping employees build the skills and experience they need to succeed in their roles and advance their careers.

💡 Interview Preparation

Technical Questions:

Web Technology Fundamentals: Demonstrate a strong understanding of web technology, including HTML, JavaScript, CSS, XML, PHP, and other relevant technologies, and their application in troubleshooting and resolving customer issues.
API Support: Showcase your experience supporting developers using an API, and provide examples of how you've helped them resolve integration and functionality issues.
Problem-Solving: Prepare examples of your problem-solving approach, customer-centric approach, and ability to work effectively with both customers and internal teams.

Company & Culture Questions:

Customer-Centric Approach: Explain how you've worked with customers at their most frustrated moments, providing clear and empathetic communication, and helping them resolve technical issues quickly and efficiently.
Collaboration: Describe your experience working with cross-functional teams, including Product, Engineering, and Customer Operations, and how you've contributed to their success.
Agile Methodologies: Discuss your experience working in an Agile environment, and how you've contributed to continuous improvement and customer-centric product development.

Portfolio Presentation Strategy:

Case Studies: Prepare case studies or examples of resolved customer issues, highlighting your problem-solving skills, data analysis abilities, and customer-centric approach.
Data Analysis: Include any relevant data analysis or process improvement projects that demonstrate your ability to identify trends and drive improvements.
Communication Skills: Showcase your communication skills by providing clear and concise explanations of technical concepts, and by preparing a presentation that highlights your strengths and fit for the role.

📝 Enhancement Note: The interview process for this role is designed to assess your technical skills, problem-solving abilities, and customer-centric approach, as well as your fit for the team and the company culture. By preparing thoroughly and demonstrating your expertise in web technology, customer support, and problem-solving, you'll increase your chances of success in the interview and secure the role.

📌 Application Steps

To apply for this Senior Technical Support Engineer position at SurveyMonkey:

Customize Your Resume: Tailor your resume to highlight your relevant experience, skills, and accomplishments in technical support, troubleshooting, and customer service. Include any relevant experience supporting developers using an API, and demonstrate your proficiency in web technology and data analysis.
Prepare Your Portfolio: Curate a portfolio of case studies or examples of resolved customer issues, highlighting your problem-solving skills, data analysis abilities, and customer-centric approach. Include any relevant data analysis or process improvement projects, and showcase your communication skills through clear and concise explanations of technical concepts.
Research the Company: Familiarize yourself with SurveyMonkey's products, API, and customer support tools. Understand the company's mission, values, and culture, and prepare questions to ask during the interview process.
Practice Technical Interview Questions: Brush up on your troubleshooting skills, data analysis abilities, and problem-solving approach. Prepare examples of your customer-centric approach and ability to work effectively with both customers and internal teams, and practice explaining technical concepts clearly and concisely.

📝 Enhancement Note: By following these application steps and preparing thoroughly for the interview process, you'll increase your chances of success in securing the Senior Technical Support Engineer position at SurveyMonkey. Good luck!

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to technical support, troubleshooting, and customer success roles, with a focus on web technology and API support.
Include web technology, API, and customer support tools relevant to the role, and address troubleshooting and problem-solving skills specific to web technology challenges.
Emphasize customer-centric approach, communication skills, and data-driven decision-making in every section.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information only.
Only include Enhancement Notes when making significant inferences about technical support processes, customer-centric approach, and team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute web technology, API support, and customer success-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and web technology specialization.

Industry Expertise:

Include specific web technology, API, and customer support tools relevant to the role.
Address technical support career progression paths and technical leadership opportunities in customer success teams.
Provide tactical advice for portfolio development, live demonstrations, and project case studies specific to technical support and customer success roles.
Include web technology-specific interview preparation and coding challenge guidance.
Emphasize customer-centric approach, communication skills, and data-driven decision-making in every section.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use web technology, API support, and customer success industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support and customer success professionals.
Provide actionable insights that give technical support and customer success candidates a competitive advantage.
Focus on web technology, API support, and customer success team culture, cross-functional collaboration, and customer impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize web technology, API support, and customer success best practices, troubleshooting principles, and performance optimization.
Include specific portfolio requirements tailored to the technical support and customer success discipline and role level.
Address browser compatibility, accessibility standards, and user experience design principles in the context of customer support and troubleshooting.
Focus on problem-solving methods, performance optimization, and scalable customer support architecture.
Include technical presentation skills and stakeholder communication for web technology and customer success projects.

Avoid:

Generic business jargon not relevant to technical support, troubleshooting, or customer success roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific web technology role.
Marketing language unrelated to technical support, troubleshooting, or customer success.

Generate comprehensive, web technology-focused content that serves as a valuable resource for technical support, troubleshooting, and customer success professionals seeking their next opportunity and preparing for technical interviews in the web technology industry.

Senior Technical Support Engineer