Technical Support Analyst - LATAM

Job Title: Technical Support Analyst

Level: Mid Level

Working Hours: Full Time (40h/Week)

Contract: CLT (Brazil)

Location: Remote (Brazil)

Your Team 👥

You will report to our Support Team Lead and join the Customer Experience & Services team. On TheOrg you can view the complete structure of our organisation, including information about every team member, hiring managers and the size of each department.

Your Responsabilities ✏️ 

As a highly skilled and dedicated Technical Support Analyst, you will deliver exceptional service to our external clients while proactively enhancing the overall customer support process. Your expertise will be crucial in resolving complex technical issues efficiently. In this role, you’ll also collaborate closely with cross-functional teams.

Mandatory Hard Skills 🎯

• Fluent English proficiency; 
• 2+ years of experience in Tech Support, Cloud-Ops, Product Support, or equivalent experience - developers interested in working directly with customers are highly encouraged to apply;
• Experience working with Docker;
• API usage experience (including knowledge of tools like Postman, Insomnia or others);
• Good technical writing documentation skills; 
• Ability to follow technical documentation and communicate technically with customers;
• Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, and container platforms.

Desirable Hard Skills 💕 

• Kubernetes and server performance monitoring tools (Prometheus, Grafana) are desirable;
• Experience with Node.js is a plus;
• Experience working with databases, specifically MongoDB (performing queries and understanding the logic of DB structure) is highly desirable;
• Experience in open-source software is highly desirable. 

Soft Skills ✨

• Passion: Genuine enthusiasm for what you do and how it contributes to our company's mission;
• Dream: Proactively seek out opportunities and challenges to achieve extraordinary results. If you're someone who takes initiative and is always striving to improve, you'll fit right in;
• Own: Take ownership of your work, set high standards for yourself, and be accountable for outcomes demonstrating a strong sense of responsibility and commitment; 
• Trust: Recognizing the importance of trust and support and actively working towards a collaborative and inclusive workplace;
• Share: Communicating openly and transparently, ensures clarity and honesty in interactions. 

What You'll Do 🖥️

• Troubleshoot customer issues by reproducing their environment;
• Respond to technical support inquiries via phone, email, and other channels;
• Escalate complex issues to higher-level support teams when necessary;
• Create and maintain technical documentation and knowledge base articles;
• Track product escalated issues within our issue management system;
• Suggest customer service improvements;
• Ticket management support.