SupportYourApp is hiring a
L2 Technical Support Engineer

Summary

The job is for a L2 Technical Support Engineer at SupportYourApp, a leading SaaS, Software, or Hardware solutions provider. The role involves providing exceptional customer support, troubleshooting web applications, and meeting team KPIs. The position is remote and offers a multicultural and multilingual work environment.

Requirements

• Excellent English and Portuguese (both C1, written and verbal)
• At least 2-3 years of experience in technical support
• Ability to read and analyze logs
• Experience with cloud solutions
• Experience in handling P1 production incidents
• Ability to determine severity levels and impact of incidents
• Experience in troubleshooting web applications
• Experience with Zendesk and Microsoft Office
• Analytical and problem-solving skills
• Strong communication skills
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Responsibilities

• Provide exceptional customer support via calls, emails, and chats
• Securely work with customer sensitive information and collect necessary data
• Escalate tickets to the internal team in a timely manner
• Collect and analyze customer feedback, handle customer inquiries
• Troubleshoot web applications (use Chrome Dev Tools to analyze requests and/or check the error)
• Analyze application logs
• Handle P1 production incidents
• Reproduce incidents in test environments

Benefits

• Fixed shifts from 9am–5pm, Brazil time
• 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