SMASH

SMASH, Who we are? 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. This role is available to candidates located within the United States. Applicants must be U.S. citizens or hold a valid U.S. work authorization to be considered. Role summary You will be responsible for designing, maintaining, and troubleshooting complex network infrastructures for US-based clients. This role requires deep hands-on expertise in routing, switching, and firewall technologies, ensuring high network availability, performance, and security. Responsibilities - Act as the primary technical contact and trusted advisor for customer accounts. - Design, architect, and support enterprise network environments, including routers, switches, firewalls, and wireless controllers. - Configure and troubleshoot routing topologies (MPLS, BGP, EIGRP, OSPF, VRFs). - Design and manage switching topologies (Trunks, EtherChannels, Spanning Tree, DHCP Snooping, ARP Inspection). - Administer and maintain Cisco, Aruba, Dell, F5, and Palo Alto network equipment. - Provide firewall, VPN, and load balancer configuration and troubleshooting. - Perform regular network monitoring, security assessments, and performance tuning. - Document network architectures and maintain up-to-date topology diagrams. - Diagnose and resolve network incidents and service degradations under tight time constraints. - Collaborate across teams to improve processes, security posture, and operational efficiency. - Stay current on emerging network and security technologies through research and training. Requirements – Must-haves - 7+ years of experience in enterprise network design, implementation, and troubleshooting. - Expertise with Cisco, Aruba, Dell, and Palo Alto networking platforms. - Strong knowledge of routing and switching protocols (BGP, OSPF, EIGRP, MPLS, VRFs). - Deep understanding of VLANs, 802.1q, and Layer 2/3 best practices. - Experience managing firewalls, VPNs, and load balancers (F5 or similar). - Proven ability to design, document, and explain complex network topologies. - Proficiency in enterprise WiFi networks and wireless infrastructure management. - Knowledge of key network protocols (SSL/TLS, DNS, DHCP, NTP, FTP, HTTP, SMTP, LDAP, CIFS, Microsoft AD). - Excellent problem-solving skills and ability to communicate technical concepts clearly. Nice-to-haves (optional) - Active CCIE certification. - Experience with fiber optic and large-scale wireless network infrastructures. - Familiarity with network monitoring and ticketing tools. - Experience in financial services or enterprise-grade environments. Languages - English B2+, Spanish C1

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 Benefits - Wellness Coverage - Remote Work - Birthday day off - Recognition and rewards system - Referrals Program - Business skill coaching - English classes for Smashers and relatives - Learning opportunities This 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 summary You will deliver a best-in-class customer experience by resolving customer inquiries efficiently through phone and email channels. This role focuses on first-contact resolution, clear communication, and collaboration across teams to ensure customer needs are met accurately and professionally in a remote environment. Responsibilities - Respond to inbound customer inquiries via phone and email, aiming for one-contact resolution. - Analyze customer needs and provide clear, accurate solutions or information. - Process customer payments using approved inbound and outbound collection methods. - Communicate maintenance updates and service-related information via calls, email, or text. - Serve as backup support for limited overflow sales, reservations, or rental requests. - Document interactions and outcomes accurately in customer relationship management systems. - Collaborate with internal departments to resolve issues efficiently while on the call. - Demonstrate empathy, de-escalation, and professionalism in all customer interactions. - Manage multiple tasks and systems simultaneously to resolve customer issues. - Adhere to company guidelines, schedules, and service quality standards. Requirements – Must-haves - High school diploma or equivalent. - 3+ years of customer service experience, with at least 2 years working remotely. - Proven ability to clearly explain how your work supports customers and business objectives. - Strong verbal and written communication skills. - Excellent customer service skills, including empathy, acknowledgment, and de-escalation. - Ability to organize, plan work, and manage multiple priorities. - Strong problem-solving and negotiation skills. - Comfort working with multiple systems and databases simultaneously. - Reliable home office setup with stable internet and a low-noise work environment. - Flexibility to work a 5-day schedule, including potential weekends. Nice-to-haves (optional) - Experience in call center or contact center environments. - Familiarity with payment processing or billing-related customer support. - Experience supporting sales or reservation teams during peak periods. - Prior experience using CRM or customer support platforms. Languages - English B2+, Spanish C1

• Lead ERP needs assessment and software selection engagements from discovery through executive recommendation. • Define business, functional, and technical requirements in collaboration with client stakeholders. • Develop vendor shortlists, manage RFP/RFI processes, and coordinate ERP evaluations and demos. • Facilitate executive-level workshops and decision-making sessions with client leadership teams. • Serve as engagement or program lead with full accountability for scope, timeline, quality, and outcomes. • Advise clients in manufacturing and operations-driven environments on ERP strategy and fit. • Translate accounting, costing, and operational requirements into ERP selection criteria. • Provide objective, vendor-agnostic guidance aligned to client business goals. • Partner with internal teams to deliver high-quality advisory outputs and recommendations. • Support transition planning from selection into implementation readiness, when applicable.

• Design and implement a scalable, GCP-native data strategy aligned with machine learning and analytics initiatives. • Build, operate, and evolve reusable data products that deliver compounding business value. • Architect and govern squad-owned data storage strategies using BigQuery, AlloyDB, ODS, and transactional systems. • Develop high-performance data transformations and analytical workflows using Python and SQL. • Lead ingestion and streaming strategies using Pub/Sub, Datastream (CDC), and Cloud Dataflow (Apache Beam). • Orchestrate data workflows using Cloud Composer (Airflow) and manage transformations with Dataform. • Modernize legacy data assets and decouple procedural logic from operational databases into analytical platforms. • Apply Dataplex capabilities to enforce data governance, quality, lineage, and discoverability. • Collaborate closely with engineering, product, and data science teams in an iterative, squad-based environment. • Drive technical decision-making, resolve ambiguity, and influence data architecture direction. • Ensure data solutions are secure, scalable, observable, and aligned with best practices.

• Lead the design and implementation of enterprise-scale DataOps platforms and automation frameworks. • Architect and evolve GCP-native data platforms supporting high-throughput batch and real-time workloads. • Design and implement microservices-based data architectures using containerization technologies. • Build and maintain CI/CD pipelines for data workflows, including automated testing and deployment. • Develop Infrastructure as Code (IaC) solutions to standardize and automate platform provisioning. • Implement robust data orchestration, monitoring, and observability capabilities. • Establish and enforce data quality frameworks to ensure reliability and trust in data products. • Support real-time data platforms operating at extreme scale. • Partner with platform squads to deliver self-service data infrastructure products. • Drive best practices for automation, resiliency, scalability, and operational excellence. • Influence technical direction, mentor senior engineers, and lead through ambiguity.