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 tracking SLAs, performance, and the quality of responses.

• Establish and uphold criteria for ticket classification and prioritization.

• Serve as an escalation point for intricate cases.

• Conduct advanced troubleshooting in production environments, focusing on databases, integrations, infrastructure, and applications.

• Lead postmortem discussions and formal incident reports, detailing root causes, impacts, and action plans.

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

• Monitor support metrics and suggest enhancements.

• Analyze and resolve application bugs in production.

• Create internal scripts and tools to streamline diagnostics.

• Work on REST API integrations between internal and external systems.

• Evaluate MongoDB queries and their performance concerning incidents.

• Collaborate with development teams to prioritize support fixes.

• Document technical processes and support routines.

⛳️ Requirements

• Prior experience in N2/N3 support or hybrid support/development roles.

• Proficiency in C# / .NET (Core, Framework) for reading, debugging, and executing minor code adjustments.

• Familiarity with MongoDB, including troubleshooting, queries, and performance optimization.

• Understanding of REST API integrations and diagnosing failures.

• Knowledge of Docker and AWS infrastructure, encompassing EC2/ECS, CloudWatch, and Elastic Load Balancer.

• Basic familiarity with GitHub for version control and implementing fixes.

• Understanding of Windows and Linux architectures.

• Experience with service desk/ticketing tools, ticket classification, SLAs, and escalation protocols.

• Knowledge of Kanban/Scrum methodologies applied to support management.

• Capability to document technical processes and support routines.

• People-oriented and process-driven leadership profile.

• Exceptional communication skills with clients, L1, and development teams.

• Analytical mindset, composed under pressure, and proactive.

• Ability to articulate technical issues in business terms and vice versa.

• Desirable: familiarity with network infrastructure and Active Directory.

• Plus: experience in managing a technical support team, high-availability environments, and ITIL certifications or formal incident management experience.

• English proficiency — level 3.

🏝️ Benefits

• Salary advance.

• Health insurance.

• Life insurance.

• Bonus.