Technical Support Analyst, Level 2 – Senior

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

📋 Description

• Act as Level 2 technical support for Netshow.me clients and users, helping to resolve inquiries, incidents, and technical challenges related to our platforms, video services, live streams, and digital solutions.

• Conduct technical triage of incoming requests through tickets, email, chat, WhatsApp, or other support channels, determining the probable cause, impact on the customer, urgency, and required next steps.

• Identify and resolve issues concerning usage, configuration, access, streaming, video playback, performance, integrations, and other technical matters linked to the company's services.

• Reproduce customer-reported issues, gathering evidence such as screenshots, videos, URLs, timestamps, browser, device, network, encoder and player data, logs, and other pertinent information for analysis.

• Provide customers and users with clear, concise, and accessible instructions, ensuring technical communication is tailored to each individual’s level of understanding.

• Serve as a technical point of contact for the Customer Success team, aiding in question qualification, problem analysis, next step definition, and advising on best practices for platform usage.

• Escalate properly qualified requests to Product or Engineering, including all necessary technical context, evidence, impact assessment, priority, reproduction steps, and preliminary analysis.

• Follow up on escalated tickets, maintaining ongoing communication with involved teams and ensuring status visibility, next steps, and estimated resolution timelines.

• Assist in the technical sustainment of events, live streams, and critical operations by contributing to preparation, monitoring, troubleshooting, and incident response as needed.

• Record, track, and update support tickets, ensuring a comprehensive history, adequate communication with customers, and timely closure of cases.

• Aid in the creation and maintenance of playbooks, internal procedures, knowledge base articles, and content for the user help center.

• Recognize recurring questions, issues, and areas for improvement, consolidating technical feedback for the Product, Customer Success, and Engineering teams.

• Participate in post-incident analyses when applicable, contributing to root cause identification, corrective actions, and enhancements to support and sustainment processes.

⛳️ Requirements

• Proven experience in technical support, sustainment, technical operations, incident management, or specialized technical customer service, ideally within SaaS, technology, video, streaming, digital platforms, or B2B settings.

• Technical expertise with digital platforms, web systems, live streaming, online video, players, encoders, networks, browsers, integrations, APIs, CDN, streaming protocols, and the basic architecture of digital services.

• Advanced capability to diagnose complex technical issues, conduct structured investigations, identify probable causes, propose workarounds, and accurately qualify requests for Product or Engineering.

• Ability to function effectively in critical situations such as incidents, live events, strategic customers, or outages, maintaining clarity, organization, appropriate communication, and a focus on resolution.

• Skill in providing technical guidance to the support team and Customer Success, developing references, standards, playbooks, and best practices to enhance operational technical autonomy.

• Capability to define escalation criteria, enhance the quality of tickets forwarded to Engineering, and minimize the recurrence of questions or technical issues.

• Experience in post-incident analyses, root cause identification, documenting insights, and defining preventive or corrective actions.

• Ability to identify patterns in tickets, transform recurring issues into improvements in processes, documentation, product, or training, and influence internal teams using data and evidence.

• Strong technical communication skills for engaging with customers, CS, Product, and Engineering, adapting language to the audience, and ensuring clear alignment on impact, priority, status, and next steps.

• Independence to lead technical support initiatives, propose operational enhancements, support the growth of the knowledge base, and contribute to the maturation of the company’s technical support area.

🏝️ Benefits

• PJ (independent contractor) contract with competitive market compensation and growth opportunities.

• 100% remote work model.

• Flexible working hours.

• Relaxed, casual work environment.

• Corporate Gympass access.