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

• Provide Level 2 support by addressing production errors and troubleshooting customer issues.

• Design, write, modify, and debug CSG product applications while executing basic bug fixes.

• Conduct application health checks, monitor performance, and implement backup/recovery procedures.

• Execute release promotions from development to UAT/Production and support builds utilizing Jenkins/CI tools.

• Carry out bug verification, release testing, and beta support for designated products.

• Update the CSG Support Tool (tickets) and create/maintain articles in Remedy Knowledge Management.

• Act as a liaison between customers and Level 4 (R&D) teams, escalating issues according to established protocols.

• Ensure that all tasks adhere to defined SLAs (Service Level Agreements) and OLAs.

• Work in shifts, including being on-call (24/7), as well as on weekends and public holidays when necessary.

• A Degree or Diploma in IT, Computer Science, or Engineering.

• 3–5 years of experience in the software industry, with a preference for experience in the Telecommunications sector.

• ITIL accreditation and AWS certifications are viewed as advantageous.

• Proficiency in Unix/Linux (Shell scripting, basic administration, performance monitoring).

• Knowledge of Oracle (SQL, PL/SQL).

• Experience with Jenkins (CI/CD), Microsoft Office, and Ticket/Queue management systems.

• Sulamerica Health

• Sulamerica Dental

• Vidalink Food/Meal Voucher

• Child Care Assistance

• Day off on your birthday

• Gympass

• Language assistance

• Access to a digital course platform

• Volunteer time off: 2 days a year

Technical Support Analyst II

People also viewed