Technical Support Analyst

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

📋 Description

• Develop a comprehensive real-time monitoring system that offers complete visibility into essential workflows and identifies potential incidents before they escalate.

• Mitigate critical incidents prior to affecting customers.

• Deliver data-driven insights and suggest enhancements, positioning the NOC as a pivotal team.

• Establish standardized procedures that guarantee operational excellence and foster scalability.

• Ensure continuous operational coverage through clearly defined shifts and seamless handovers.

• Provide Level 1 support to customers, serving as the first line of defense in resolving issues, addressing inquiries, and escalating critical incidents to internal teams as needed.

• Collaborate with backend teams on tasks such as scripting, reproducing bugs, analyzing logs, or performing basic API testing, while engaging in minor development activities to enhance backend knowledge.

⛳️ Requirements

• Fundamental understanding of monitoring tools.

• Basic coding skills (including scripting or troubleshooting simple issues).

• Experience in providing first-level technical support to customers.

• Familiarity with APIs and the capability to assist users with basic integration or connectivity challenges.

• Strong customer empathy coupled with a service-oriented mindset.

• Enthusiasm for technology and a willingness to learn new tools and systems.

• Analytical and problem-solving approach to technical challenges.

• Proficient in English.

🏝️ Benefits

• Competitive compensation

• Remote work – work from anywhere

• Home office allowance – a one-time stipend to assist you in setting up your ideal home office

• Work equipment provided

• Stock options

• Health plan available wherever you are

• Flexible days off

• Courses for language, professional, and personal development