Technical Support Analyst

Main Responsibilities:

• Provide Level 2 support to customers, resolving technical issues/errors in a live production environment;
• Provide detailed and organized feedback to Engineering & Product managers regarding product problems, enhancements, and new features as requested;
• Interact with customers across the globe through email, technical calls, and chat;
• Balance and prioritize multiple tasks from different sizes and business importance;
• Improve support processes and procedures;
• Contribute to the creation and application of technical training for the team;
• Document processes, practices, resolutions, automations, scripts, queries, and workarounds;
• Prioritize and make decisions based on data aligned with the company's business guidelines and strategy.

Requirements

• Be curious and enjoy investigating the causes of problems;
• Have a critical line of thinking and problem-solving skills;
• Speak English, have strong verbal and written communication skills, and ability to explain IT complexities using simplified terms;
• Enjoy learning new skills and being proactive to take on different projects;
• Have the ability to thrive in a dynamic environment with minimal supervision;
• Strong experience in supporting and troubleshooting Web Applications.
• Knowledged of Infra, Database, and/or Monitoring systems. 
• Experience in creating advanced queries using SQL;
• Experience with RESTful and/or GraphQL APIs;
• Experience with Network technologies such as Proxies, load balancers, LDAP, Active Directory, SSL, APIs);
• Experience working with Linux terminal.