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

📋 Description

• Manage escalated tickets that require in-depth technical analysis, including integrations, configurations, environment-specific behaviors, and data-related issues.

• Conduct advanced triage utilizing logs, traces, API calls, feature flags, data models, and environment variables.

• Replicate issues in testing or sandbox environments.

• Develop and validate workarounds, delivering lasting solutions within established SLAs.

• Collaborate with Engineering and Product teams regarding defects, feature behaviors, and impacts of releases.

• Submit high-quality bug reports containing clear reproduction steps and impact assessments.

• Recognize incident trends and suggest problem records or root cause investigations.

• Enhance SOPs and runbooks and create valuable knowledge-base articles.

• Propose product and telemetry enhancements to boost first-contact resolution rates.

• Offer day-to-day support to L1s through informal mentoring, spot-checks, and shadowing.

• Engage in post-incident reviews.

⛳️ Requirements

• 2–4 years of experience in product/technical support or service operations with a proven track record in escalation management.

• Competence in at least one diagnostic area: browser/network tools (DevTools, HAR), API/JSON, basic SQL, log aggregation/observability (e.g., Splunk, Datadog), or SSO/identity flows.

• Practical experience with ITSM tools and backlog management systems (e.g., Jira).

• Familiarity with reading release notes or deployment change logs.

• Strong analytical and problem-solving capabilities.

• Ability to distill complex topics into simpler concepts for customers and L1 personnel.