Technical Customer Support Accruent Remote, Brazil Posted 11 hours ago
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Key Responsibilities
* Own escalated tickets requiring deeper technical analysis (integrations, configuration, environment‐specific behaviors, data issues).
* Perform advanced triage: analyze logs, traces, API calls, feature flags, data models, and environment variables; reproduce issues in test/sandbox.
* Create/validate workarounds; deliver durable resolutions within defined SLAs.
* Collaborate with Engineering and Product on defects, feature behaviors, and release impacts; file high‐quality bug reports with clear repro steps and impact statements.
* Identify incident patterns and propose problem records or root cause investigations (problem management).
* Drive continuous improvement: refine SOPs/runbooks, author high‐value KB articles, and recommend product/telemetry improvements to increase FCR.
* Provide day‐to‐day guidance to L1s (informal mentoring, spot‐checks, shadowing) and participate in post‐incident reviews.Qualifications* 2–4 years in product/technical support or service operations with demonstrated escalation handling.
* Proficiency with at least one diagnostic area: browser/network tools (DevTools, HAR), API/JSON, SQL basics, log aggregation/observability (e.g., Splunk, Datadog), or SSO/identity flows.
* Hands‐on experience with ITSM tools and backlog systems (e.g., Jira) and comfort reading release notes or deployment change logs.
* Strong analytical and problem‐solving skills; ability to simplify complex topics for customers and L1 staff.Core Competencies* Technical Depth
• Root Cause Thinking
• Cross‐Functional Collaboration
• Written Clarity
• Coaching MindsetPerformance Metrics (KPIs)* Escalated ticket resolution time (L2 queue)
* Reduction in re‐opens and handoffs
* Defect/bug report quality (engineering acceptance rate)
* KB impact (views, deflection, article helpfulness)
* Contribution to problem management (closed problems/workarounds published)
* Coaching impact (L1 FCR uplift, fewer incorrect escalations)
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