Technical Support Engineer

2 semanas atrás

São Paulo, São Paulo, Brasil Trustonic Tempo inteiro
Overview

Trustonic is a global technology company delivering products that make a difference, from enabling access to internet-enabled smartphones for low-income families to protecting the safety and integrity of vehicles and devices. We value diversity, flexibility, and teamwork, and we are committed to equal opportunity and a culture code that emphasizes collaboration and doing the right thing.

We are looking for a Technical Support Engineer to join our team in Brazil. Reporting to the Head of Technical Support, you will support customers by solving complex technical issues in both production and non-production environments for Trustonic products. Our Support Engineers are key contributors to the global product organization and strive to deliver exceptional customer experiences with strong communication and problem-solving skills.

Responsibilities
  • Resolve complex technical support requests in both production and non-production environments.
  • Collaborate with support and other teams to deliver high-quality customer experiences with clear communication.
  • Accept and troubleshoot customer cases submitted to a global queue.
  • Leverage Knowledge Centred Support (KCS) methodology for solving and documenting resolutions.
  • Author, publish, and evolve KCS articles as a by-product of issue resolution.
  • Communicate technical details clearly and concisely.
  • Continuously learn new skills, technologies, and products; stay up to date with the Trustonic SaaS Platform.
  • Participate in regular product testing, including new releases.
  • Help improve customer-facing documentation (Wiki & Zendesk) within areas of expertise.
  • Work with support tools efficiently and manage work volume as directed by the manager.
  • Provide timely updates and manage customer expectations.
Qualifications
  • Engineering degree or relevant experience; 4+ years of related experience and/or 2-4 years of experience.
  • Preferred experience in JIRA & Zendesk.
  • Skills in SQL databases, Linux SSH keys and certificates, Git, APIs.
  • Basic knowledge of BASH scripts/Python and knowledge of AWS.
  • Fluent English; ability to read, write, and speak clearly with customers of all skill levels.
  • Exposure to mobile technologies is highly advantageous.
What makes you unique
  • Adaptable to change; you seek improved approaches and processes.
  • Results-oriented with a proactive mindset and accountability.
  • Strong workload management, prioritization, and problem-solving abilities.
  • Technical proficiency and a solid understanding of your role and responsibilities.
  • Commitment to learning and personal development; open to feedback.
  • Clear written and verbal communication; collaborative and team-oriented.
  • High ethical standards and integrity aligned with the Trustonic culture code.
Additional Information

Trustonic is an equal opportunity employer. We do not discriminate on any grounds. We empower, engage, enable and value differences between people, including race, ethnicity, gender, ages, religions, disabilities and sexual orientations, with diverse education, backgrounds, skills, experiences and knowledge.

Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: Technology, Information and Internet

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