Lead Developer, N2/N3 Support Coordinator

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee the N2/N3 support team by assigning tickets and ensuring adherence to SLA standards, while monitoring performance and quality.

• Establish and uphold criteria for ticket classification and prioritization.

• Act as the escalation point for intricate cases.

• Conduct advanced troubleshooting for production environments, including databases, integrations, infrastructure, and applications.

• Facilitate postmortems and prepare formal incident reports.

• Develop and sustain troubleshooting documentation, runbooks, and a comprehensive knowledge base.

• Monitor support metrics and suggest enhancements.

• Investigate and resolve application bugs in the production environment.

• Create scripts and internal tools to streamline diagnostics.

• Engage with REST API integrations.

• Analyze MongoDB queries and performance issues related to incidents.

• Collaborate with the development team to prioritize support-related fixes.

⛳️ Requirements

• Prior experience in N2/N3 support or roles that combine support and development.

• Proficiency in C# / .NET (Core, Framework) for conducting code reviews, debugging, and implementing minor code adjustments.

• Familiarity with MongoDB, particularly in troubleshooting, querying, and performance analysis.

• Understanding of REST APIs for diagnosing integration failures.

• Knowledge of Docker and infrastructure concepts, including AWS services like EC2/ECS, CloudWatch, and Elastic Load Balancer.

• Basic skills in GitHub for version control to track and implement fixes.

• Understanding of both Windows and Linux architectures.

• Experience utilizing service desk or ticketing tools.

• Application of Agile methodologies (Kanban/Scrum) in support management.

• Capability to document technical processes and support workflows effectively.

• Proficiency in English.

• Bachelor's degree or equivalent technology degree.

• Preferred: Knowledge of network infrastructure and Active Directory.

• Nice to have: Previous experience managing a technical support team; familiarity with high-availability environments; ITIL certifications or formal incident management experience.

🏝️ Benefits

• Salary advance.

• Health insurance.

• Life insurance.

• Bonus opportunities.

• Fully remote work arrangement.