Senior Technical Support Specialist

2 semanas atrás

São Paulo, São Paulo, Brasil beBeeSUPPORT Tempo inteiro US$60.000 - US$80.000

Role Overview

We are seeking a highly skilled professional to join our team as a Senior Technical Support Specialist. As a key member of our technical support team, you will be responsible for providing top-notch support to our customers, ensuring their satisfaction with our products and services.

Your primary focus will be on managing customer requests in a timely manner, delivering premium support focused on incident resolution and product/service renewal, and processing partners' complex cases. You will also be required to support partners with technical topics, including webinars and project design, while maintaining compliance with contractually documented Maintenance Service Agreements.

You will have the opportunity to conduct regular onsite visits for Enterprise customers to maintain engagement and address issues proactively, facilitate communication between customers, product experts, and development teams to manage escalations requiring fixes or feature requests, and collaborate with clients to assess their IT business needs, requirements, and challenges.

Key Responsibilities:
  • Manage customer requests to ensure timely issue resolution;
  • Deliver premium support focused on incident resolution and product/service renewal to ensure customer satisfaction;
  • Process partners' complex cases, stepping in to manage escalations when required;
  • Support partners with technical topics, including webinars and project design;
  • Ensure compliance with contractually documented Maintenance Service Agreements;
  • Conduct regular onsite visits for Enterprise customers to maintain engagement and address issues proactively;
  • Follow all documented processes to maintain organisational visibility of customer issues/requests;
  • Facilitate communication between customers, product experts, and development teams to manage escalations requiring fixes or feature requests;
  • Collaborate with clients to assess their IT business needs, requirements, and challenges;
RequirementsSkills & Qualifications:

Communication

  • Fluent English (written/spoken); Spanish proficiency is a strong plus;
  • Proven ability to engage senior technical/management stakeholders;
  • Strong interpersonal and negotiation skills.

Technical Expertise

Advanced:

  • Microsoft OS: Windows Server 2019+, Windows 10+ (Microsoft Certification preferred);
  • Linux Administration: Ubuntu, CentOS;
  • Enterprise Networking: TCP/IP, DNS, Firewall, Active Directory;
  • Virtualisation: VMware ESXi, Hyper-V;
  • Troubleshooting: Wireshark, system logs/dump analysis.

Intermediate:

  • MS SQL & Exchange;
  • Web/messaging systems.

Nice-to-Have:

  • Kaspersky product certifications;
  • CompTIA CASP+ or equivalent.
Qualifications

Bachelor's degree in IT, Computer Science, or related field;

7+ years in IT (with 4+ years focused on IT security);

Certifications: MCP (Windows Server/Windows 10+); CCNA (highly beneficial); VMware ESXi/Linux certifications;

Must obtain Kaspersky core certifications within 3 months of hire.

Other Competencies
  • Proactive ownership of resolution and root-cause analysis;
  • Strong analytical and troubleshooting skills for complex systems;
  • Critical thinking and decision-making;
  • Excellent time management and prioritisation in fast-paced environments.

Contact us to learn more about this exciting opportunity

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