Senior Technical Support Lead

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

📋 Description

• Classify and prioritize incidents, requests, and changes; assign ownership, establish response expectations, and identify escalation paths.

• Offer support for Windows Server, IIS, directory services, and policies, ensuring the availability, capacity, updates, and configuration of environments are maintained.

• Investigate failures related to applications, operating systems, databases, networks, and integrations by analyzing logs, metrics, and timelines; differentiate symptoms from root causes.

• Provide infrastructure and diagnostic support for SQL Server, including connectivity, services, jobs, capacity, backup, and coordinated restoration, while engaging a DBA when necessary.

• Plan the provisioning of production, project, QA, and development environments, encompassing requirements, testing, maintenance windows, and rollback procedures.

• Coordinate support activities with projects and external parties, including overnight routines, import jobs, overnight updates, and infrastructure enhancements for Risk.

• Implement or coordinate hardening, server and domain rebuilds, centralized authentication, segmentation, and privileged access in line with approved designs.

• Document operations, root causes, action plans, and knowledge transfer initiatives to minimize recurrence.

⛳️ Requirements

• Hands-on experience in administration and troubleshooting of Windows Server within a corporate setting.

• Proficient operation and diagnosis of IIS and web applications, including logs, application pools, services, certificates, and dependencies.

• Knowledge in Active Directory, DNS, and GPO: managing access, policies, and troubleshooting authentication issues.

• Operational experience with SQL Server and sound judgment on when to involve a DBA.

• Proven experience in managing complex incidents, prioritization, controlled changes, documentation, and coordination with third parties.

• Nice to have: Experience in regulated environments, audits, RFPs, and preparing evidence for penetration testing.

• Nice to have: Automation experience using PowerShell and Infrastructure as Code.

• Nice to have: Knowledge in network segmentation, VPNs, hardening, and privileged access management.

• Nice to have: Familiarity with AWS, Microsoft 365, and Google Workspace.

• Nice to have: Experience with legacy .NET/IIS applications, overnight processing, and managing multiple environments.

🏝️ Benefits

• Life insurance

• iFood Livre

• TotalPass