Technical Support Expert

Job Description

Incode, a leading provider of identity solutions, is seeking a Technical Support Expert in Brazil. The Technical Support Expert will play a crucial role in ensuring the smooth operation of the platform by providing high-quality technical assistance to customers. He will focus on diagnosing, troubleshooting, and resolving issues related to the company’s products and services, including managing production support processes to address incidents and platform outages effectively. The TSE will act as a bridge between customers and internal teams, ensuring that problems are resolved promptly while maintaining strong customer relationships. The role requires a blend of technical expertise, customer-focused communication, and the ability to perform effectively in a fast-paced environment where timely and reliable solutions are essential.

Responsibilities include:

• Serving as the primary contact for customers reporting technical issues or during productive incidents.
• Diagnosing, resolving or escalating issues reported by customers.
• Ensuring that the IMP for platform outages is followed.
• Performing root cause analyses (RCA) to identify and resolve recurring issues.
• Documenting incidents thoroughly, capturing root causes and solutions to enhance knowledge-sharing within the team.
• Guiding customers through technical solutions, ensuring they understand the steps taken and outcomes.
• Monitoring and managing open tickets, ensuring timely follow-ups and resolution.
• Assisting and notifying customers in understanding product updates, release notes, and potential impacts on their operations.
• Providing critical and relevant information on the status and evolution of issues to all involved parties.
• Creating and maintaining detailed documentation on technical issues, solutions applied, and proposed improvements.
• Sharing knowledge with other team members and clients.

Requirements include:

• Previous experience in technical support or similar roles (2-4 years).
• Bachelor's degree in computer science, Engineering, or related field (or equivalent experience).
• Strong troubleshooting skills in REST APIs, networking, and authentication protocols.
• Experience with cloud platforms (Azure, AWS, or GCP) and monitoring tools.
• Basic knowledge of databases (SQL, PostgreSQL, NoSQL).
• Knowledge of monitoring and performance analysis tools (Splunk, Datadog, Grafana).
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills in English (other languages are a plus).
• Customer-focused mindset with the ability to handle challenging situations professionally.
• Availability to rotate shifts (5 days a week, 8 hours a day).

Incode offers:

• Meaningful Equity
• Flexible Working Hours & Workplace
• Open Vacation Policy
• Wellness Program
• International Travel Opportunities
• Additional benefits package according to location