Tier 1 Technical Support Analyst – Mid-level

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

📋 Description

• Analyze, receive, and conduct the initial triage of support tickets

• Identify problems and gather information for technical diagnosis

• Assist customers in addressing inquiries related to the platform’s services

• Conduct basic checks on servers, applications, and hosted services

• Analyze logs and metrics to aid in technical investigations

• Escalate incidents to the appropriate teams when required

• Follow up on tickets, ensuring effective communication and alignment with customers

• Document procedures, solutions, and best practices for customer support

• Contribute to the ongoing enhancement of support processes and the overall customer experience

⛳️ Requirements

• Fundamental understanding of Linux and command line usage (navigation, permissions, and processes)

• Familiarity with SSH for remote access and server diagnostics

• Comprehension of web servers, particularly Nginx, and the ability to interpret HTTP errors

• Understanding of DNS, CDN, and general caching principles

• Basic knowledge of MySQL and PHP for recognizing common errors

• Capability to read and interpret system logs

• Familiarity with Shell Script for automating routine tasks

• Basic knowledge of at least one programming language

🏝️ Benefits

• Competitive salary

• Expense allowance

• Health insurance, dental coverage, and Gympass

• Birthday day off

• Onboarding kits and peripherals

• Collaborative environment with autonomy