Technical Support Engineer – International Project

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

📋 Description

• Serve as the initial point of contact for incidents and service requests pertaining to Data and AI Foundations.

• Conduct incident qualification, impact assessments, and prioritization.

• Implement standard operational procedures and actions.

• Ensure prompt communication with users and stakeholders.

• Escalate incidents to L2 or L3 as per established protocols.

• Maintain precise incident tracking and reporting.

• Participate in the ongoing enhancement of support processes.

• Handle and triage L1 incidents.

• Oversee operational monitoring.

• Execute standard corrective measures.

• Facilitate user communication and coordination.

⛳️ Requirements

• Background in IT support or operational roles.

• Technical comprehension of applications and APIs.

• Familiarity with incident and ticketing systems.

• Capability to adhere to operational procedures and service level agreements (SLAs).

• Proficiency in ticketing systems (ServiceNow or similar).

• Experience with monitoring tools.

• Knowledge of APIs.

• Familiarity with Data or AI platforms (Desirable).

• Basic scripting skills (Python or similar) (Desirable).

• Experience in 24/7 or on-call support settings (Desirable).

🏝️ Benefits

• 100% REMOTE!

• Commitment to inclusion and diversity within the workplace.