Job details

L1/L2 Technical Support

Workana is the largest remote work platform for talents in Latin America. Our new segment Workana Premium focuses on matching the most exceptional professionals with leading and innovative companies around the globe. Enjoy competitive compensation, dedicated support, and the flexibility of remote work within a dynamic environment that fosters collaboration and professional advancement.

We are proud to present you with the following opportunity.

About Our Client:

Our client envisions a future where digital finance and modern payment systems are seamlessly integrated, accessible, and secure for every business.

One of their products is a highly scalable platform that seamlessly integrates with any enterprise's system to support its unique workflows and processes. Advanced connectors and a flexible framework enable efficient data mapping and smooth transitions across diverse systems and protocols.

Their vision for the product is to establish it as the central hub for simplifying and streamlining the management of financial messaging across a diverse set of networks, fostering greater efficiency and seamless communication across the financial ecosystem. It is designed to empower financial institutions, market infrastructures, and corporate entities by enabling them to manage, route, and reconcile financial messages over both SWIFT and non-SWIFT networks, creating a unified solution for global financial communication.

Responsibilities:

Ensure continuous service availability, meeting and exceeding Service Level Agreements (SLAs)
Monitor and manage incidents and other requests using the Jira Service Desk, ensuring efficient ticket flow and resolution
Collaborate with various technical teams, including Integration engineers, DevOps, and Development teams for escalations, root cause analyses, and problem management
Develop and maintain technical documentation such as Runbooks, operational procedures, wiki knowledge base, and articles
Engage in different installation, configuration, and technical troubleshooting activities, pushing the boundaries of traditional support roles

Technical skills

Proven experience in technical support roles such as Application Engineer or Technical Support Engineer
Familiarity with ITIL concepts, including Incident, Problem, and Event Management
Proficient in Windows administration or Linux operations, with hands-on experience in the Linux command line
Familiarity with containers, Docker, or Kubernetes is an advantage
Understanding of networking principles, and data formats such as XML, and JSON
Experience with databases (PostgreSQL Oracle) is desirable
Familiarity with security concepts, including OAuth 2.0, SSL, and TLS encryption protocols
Understanding of how APIs function
Awareness of messaging queue concepts, e.g. RabbitMQ or similar technologies would be a plus

Soft skills

Highly self-motivated and proactive, with a track record of taking initiative in challenging projects
Flexibility to adapt to potential schedule changes in response to new clients and project expansion
English proficiency is required for effective collaboration with customers
Fluency in Spanish is required

Average salary estimate

$60000 / YEARLY (est.)

min

max

$50000K

$70000K

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What You Should Know About L1/L2 Technical Support, Workana Premium

Are you ready to take your technical skills to the next level? Join Workana as an L1/L2 Technical Support professional, where you'll be a key player in the exciting world of digital finance and modern payment systems. Our client is making waves with a scalable platform that integrates smoothly with enterprise systems, and they're on the lookout for someone like you to ensure that these operations run most effectively. In this role, you'll be responsible for maintaining seamless service availability and managing incidents through Jira Service Desk. Collaborating with talented Integration engineers, DevOps, and Development teams, you'll tackle escalations and conduct root cause analyses like a pro. Your expertise will help craft detailed technical documentation, including Runbooks and knowledge base articles, which are crucial to our operations. We seek someone with proven experience in technical support, preferably as an Application Engineer or Technical Support Engineer. Familiarity with ITIL concepts is a bonus, along with skills in Windows or Linux administration, as well as a knack for network principles and database management. Fluency in English and Spanish is required to keep the communication flowing effectively and to engage in the dynamic, evolving environment at Workana. Dive into this role to empower financial messaging and streamline communication globally while benefitting from the flexibility of remote work. Are you up for the challenge?

Frequently Asked Questions (FAQs) for L1/L2 Technical Support Role at Workana Premium

What are the main responsibilities of an L1/L2 Technical Support at Workana?

As an L1/L2 Technical Support professional at Workana, your primary responsibilities include ensuring continuous service availability while meeting or exceeding Service Level Agreements (SLAs). You will monitor and manage incidents and requests through Jira Service Desk, engaging with various technical teams like Integration engineers and DevOps for escalations and problem management. Additionally, you'll develop and maintain crucial technical documentation to support operational procedures.