The company is a multinational with presence in 14 countries throughout America, trajectory in the Telecommunications & IT sector and the best work team, we believe in offering services and products that allow the humanized use of technology connecting it with society.
Key Responsibilities:
● Incident resolution according to established SLAs.
● Root cause analysis of product issues.
● Customer case handling (end customers and internal)
● Provide leadership during customer escalations and emergencies.
● Analysis of logs, metrics, pcap files, and customer scenarios.
● Reproducing and fixing product issues.
● Coordination with R&D teams to develop solutions.
● Conducting Baseline Verification Tests (BVT)
● Maintenance of product support processes.
● Clear documentation of solutions and issues.
Additional Responsibilities:
● 8×5 support during US Central business hours.
● Willingness to handle P1/P2 cases in 24×7 mode on an on-call basis.
● Management of the company’s Salesforce ticketing system.
● Ability to connect remotely with customers to troubleshoot issues.
● Generate critical incident reports and root cause analysis.
Technical Requirements:
● Minimum 4+ years experience in technical support environments with emphasis on case handling.
● Experience working with Unix/Linux operating systems.
● Experience using K8S clusters, Helm charts.
● Knowledge in Cloud Native, Containerization, Docker.
● PKI Certificated (mandatory)
● Preferred: Understanding of security products (Certificate Management)
Soft Skills:
● Expert communicator with excellent written and verbal skills in English.
● Ability for effective virtual collaboration.
● Availability for flexible schedule with some overlap with Portugal time zone.
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