Software Support Specialist

Há 3 dias

São Paulo, São Paulo, Brasil beBeeTechnical Tempo inteiro R$80.000 - R$120.000

As a key member of our team, you will play a crucial role in the management and maintenance of customer relationships. This will involve defining and implementing strategies to achieve business growth and targets within your designated region.

The ideal candidate will possess strong interpersonal communication skills, with the ability to analyze and solve complex issues. They will also have experience in software support for payment terminals, with knowledge of various technologies such as 4G, 3G, and 2G cellular, WIFI, Bluetooth, NFC, Ethernet, and dial.

In this role, you will be responsible for:

  • Responding to critical support issues to minimize service impacts on customers;
  • Performing advanced troubleshooting for production problems;
  • Tracking the status of open production issues/customer tickets and ensuring timely resolution;
  • Upgrading existing customers to the latest versions of our product software packs;
  • Supporting the quality department in providing problem analysis and escalation to the relevant group for resolution;
  • Creating and maintaining support documentation, such as troubleshooting guides and installation instructions;
  • Providing product training for internal resources and customers;
  • Establishing technical interfaces with R&D specialists and customer experts;
  • Transforming high-level needs from product marketing, operations, and sales into detailed specifications ready to be implemented by R&D engineers;
  • Participating in sprint meetings with R&D engineers and other agile meetings;
  • Developing workaround solutions due to product technology constraints;
  • Finding the most cost- and time-efficient way to resolve use cases.

Key qualifications and requirements include:

  • Degree in Computer Engineering or Science or similar;
  • At least 5 years of experience in software support for payment terminals;
  • Knowledge of programming languages C, C++, HTML5, iOS, Android, and Java;
  • Understanding of mobile platforms Windows, Linux, iOS, Android, Windows Phone, and Windows Mobile;
  • Experience with PCI, Visa, Master security payment requirements;
  • Knowledge of algorithms for security key encryption;
  • Understanding of AT commands (modem) and communication/network protocols TCP/IP;
  • Understanding of analogic and digital communication;
  • Statistical and KPI knowledge;
  • Mobile network log/traces analysis;
  • Secure Socket Layer (SSL) knowledge;
  • Mid-senior level position;
  • Full-time employment;
  • Information Technology, Engineering, and Quality Assurance job function;
  • IT Services and IT Consulting industry.

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