Technical Support Specialist

Main Responsibilities:

• Able to provide Level 3 support to customers - resolving technical issues/errors in a live production environment and be able to correct a Bug in our product if needed;
• Automate processes and procedures;
• Provide detailed and organized feedback to Engineering & Product managers regarding product problems, enhancements, and new features as requested;
• To have Business awareness to prioritize and make decisions aligned with the company strategy;
• Interact with customers and coworkers across the globe through email, technical calls, and chat;
• Balance and prioritize multiple tasks of different sizes and business importance;
• Able to suggest improvements in processes and procedures for the entire Pipefy;
• Technical training for the team and help them develop and improve technical skills, make better decisions, and take calculated risks;
• Document processes, practices, resolutions, automations, scripts, queries, and workarounds;
• Able to help us to develop solutions for the engineering area, thinking about always optimizing the environment;

Requirements:

• Enjoy investigating the causes of problems, critical thinking, and problem-solving skills;
• Speak English, have strong verbal and written communication skills, and ability to explain IT complexities using simplified terms;
• Make data-driven decisions and positioning, and have a high degree of accountability;
• Autonomy to learn needed new skills and have proactivity and ability to develop in a dynamic environment with minimal supervision;
• Experience in IT, Web Applications, Infra, Database, and Monitoring systems troubleshooting;
• Able to learn, and troubleshoot in some back-end and front-end languages;
• Experience in creating advanced queries using SQL;
• Experience with RESTful and/or GraphQL APIs;
• Experience working with Linux terminal;
• Participate in the design and review of technicals designs in the engineering area;