Application Support Specialist

Há 1 mês

Brazil Prodapt Tempo inteiro

L2/L3 Support Engineer provides intermediate-level support for the platform, addressing complex issues that go beyond the scope of L1 support. This role involves diagnosing and resolving technical problems related to the AI-driven talent intelligence solutions, working closely with both internal teams and clients to ensure smooth operations.


Responsibilities:

  • Platform Support: Provide advanced support for technical issues specific to the platform, including integrations, data issues, and application performance.
  • Incident Management: Handle and resolve tickets escalated from L1 support, ensuring timely and effective resolution within service level agreements (SLAs).
  • Troubleshooting: Perform in-depth troubleshooting for issues involving the platform, including user access problems, data discrepancies, and integration failures.
  • System Maintenance: Assist with updates, configurations, and maintenance of the platform and related systems.
  • Documentation: Maintain detailed records of support cases, actions taken, and resolutions provided. Contribute to the knowledge base and documentation for recurring issues.
  • Collaboration: Work with qL3 support and other technical teams to address complex issues and provide insights for ongoing improvements.
  • Customer Interaction: Communicate effectively with clients to gather information, provide updates, and ensure a high level of satisfaction with issue resolution.
  • API - Experience in setting up and/or troubleshooting API based services / products (basic)
  • SQL - Intermediate to advanced levels of SQL skills with focus on data retrieval and analysis
  • Beginner to intermediate levels of knowledge in Python (or other programming languages - Java/ Javascript)


Qualifications:

  • Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent work experience.
  • 2-8 years of experience in technical support, preferably with experience supporting SaaS or AI-driven platforms.
  • Strong understanding of the product platform, including its core features and integration points.
  • Experience with ticketing systems, remote support tools, and troubleshooting techniques.

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