Technical Support Expert

Job Description

Incode, a leading provider of identity solutions, is seeking a Technical Support Expert in Argentina. This role is crucial for ensuring the smooth operation of Incode's platform by providing high-quality technical assistance to customers. The Technical Support Expert will diagnose, troubleshoot, and resolve issues related to Incode’s products and services, managing production support processes to address incidents and platform outages effectively. They will act as a bridge between customers and internal teams, ensuring timely problem resolution and maintaining strong customer relationships.

Responsibilities include:

• Serving as the primary contact for customers reporting technical issues.
• Diagnosing, resolving, or escalating issues reported by customers.
• Ensuring adherence to the Incident Management Process (IMP) for platform outages.
• Performing root cause analyses (RCA) to identify and resolve recurring issues.
• Documenting incidents thoroughly, capturing root causes and solutions.
• Guiding customers through technical solutions.
• Monitoring and managing open tickets.
• Assisting customers in understanding product updates and release notes.
• Providing critical information on the status of issues to all involved parties.
• Creating and maintaining detailed documentation on technical issues and solutions.
• Sharing knowledge with team members and clients.

Requirements include:

• Previous experience in technical support (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.
• Customer-focused mindset.
• 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