Technical Support Engineer

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

📋 Description

• Triage and address incoming support tickets through Zendesk (email, phone, portal), ensuring all interactions are logged and tracked according to SLA guidelines.

• Diagnose and resolve Level 1 issues, encompassing connectivity, device status, user access, configurations, and dashboard/UI challenges.

• Assist customers in navigating troubleshooting steps for hardware (cameras, sensors, roadside units) and software (web portals, alerts, integrations).

• Resolve server, network, and application-level problems utilizing tools like SSH, logs, and basic diagnostics.

• Analyze logs, metrics, and system outputs to investigate system performance, configuration, data flow, and deployment incidents, thereby identifying root causes.

• Monitor system health dashboards and proactively identify anomalies before they are reported by customers.

• Escalate intricate issues to Level 2 and Level 3 (engineering) teams, ensuring comprehensive documentation of symptoms, troubleshooting actions taken, and environmental details are provided.

• Support the onboarding of new customers by confirming device provisioning, connectivity, and system readiness.

• Document incidents, investigations, resolutions, and known issues, contributing to runbooks, internal knowledge base articles, and customer-facing FAQs.

• Enhance and refine support documentation and processes to promote continuous operational improvements and accelerate issue resolution.

⛳️ Requirements

• Bachelor’s degree in Computer Science, IT, Engineering, or a related discipline.

• 1–3+ years of experience in technical support, help desk, NOC, or operations roles.

• Practical experience with Linux/Ubuntu, including command-line usage and system diagnostics.

• Strong grasp of networking fundamentals (IP, ports, VLANs, VPNs, firewalls, SSH).

• Proficient in troubleshooting servers, applications, logs, and basic databases (MongoDB or equivalent).

• Experience in supporting SaaS platforms and/or IoT devices; familiarity with IP cameras or networked hardware is advantageous.

• Basic scripting or automation skills (Python, Bash, or Node.js) for automating repetitive tasks.

• Familiarity with ticketing systems such as Zendesk or Jira.

• Strong problem-solving capabilities, attention to detail, and an ability to follow and enhance troubleshooting runbooks.

• Excellent written and verbal communication skills in English.

• Calm and methodical approach to managing production incidents.

• Willingness to participate in on-call rotations with reliable internet and power.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote working options.

• Opportunities for professional development and career advancement.

• Engaging and inclusive company culture.