L2 Technical Support Engineer

3 semanas atrás

Belo Horizonte, Minas Gerais, Brasil SupportYourApp Inc. Tempo inteiro

Passionate about the world of tech?

What if you had a chance to be a part of the world's leading SaaS, Software, or Hardware solutions?

Join our team as a L2 Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals with our People First management approach.

Excited? Let's see what it takes

What you will do:

  • Handle customer inquiries involving technical issues and feedback, providing timely and effective solutions
  • Follow established procedures to escalate issues to the appropriate internal teams and stakeholders
  • Maintain accurate and up-to-date records of system failures, maintenance activities, and identified bugs
  • Provide support for on-site activities involving technicians, customers, and subcontractors
  • Contribute to and manage the company's support knowledge base, including relevant support guides and articles
  • Ensure compliance with the company's Service Level Agreements (SLAs)

What you need to succeed in this role:

  • Excellent English communication skills (at least C1 for both spoken and written)
  • 1+ years of proven experience as a Technical Support Engineer, Product Support Engineer, or similar role
  • Strong understanding of the interaction between hardware and software platforms
  • Experience with both Windows and Linux operating systems
  • Hands-on experience analyzing and interpreting logs
  • Experience with Zendesk, Salesforce, Intercom, or Freshdesk
  • Excellent troubleshooting and problem-solving abilities
  • Experience with remote hardware debugging
  • Customer-oriented and responsible attitude
  • Excellent interpersonal skills

Will be a great plus:

  • Experience working with UAV/UAS systems
  • Practical knowledge of network architecture and cloud-based systems
  • Familiarity with firewalls and port configuration

Benefits and Perks:

  • Flexible schedule
  • Opportunity to work fully remotely
  • Inclusive international environment
  • Compensation in USD
  • Good bonuses for referring friends
  • Paid intensive training and probation
  • Work-life balance
  • Responsive management interested in your growth and long-lasting cooperation
  • Greenhouse conditions for self-development

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

Who we are:

SupportYourApp is a Support-as-a-Service company that provides secure technical, customer support, and CX services for tech companies around the globe.

We work with clients from over 30 countries and speak over 60 languages.

Since 2010, we've become an industry leader in premium outsourced customer support and turned global with 8 hubs around the world.

We treat our team like our clients, surrounding them with unlimited care, an individual approach, and a wholesome positive experience.

We welcome people with various backgrounds and experiences. Grab the chance to join us and send your CV in English, pointing out your outstanding skills

Visit our website: www.supportyourapp.com

DISCLAIMER

We are a multinational company with unbiased views. The assessment of candidates is not affected by such characteristics as race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of opportunities and benefits.

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