Senior Customer Technical Support

Pipefy; Brasil; Híbrido; BRL 180 000 - 240 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health and Dental insurance

Life insurance

Flexible hours (40h/ week)

Flexible monthly meal allowance

Monthly home office allowance

Home office setup allowance

Psychological assistance (employees or

Labor classes

Resumo da oferta

Pipefy is seeking a Technical Support Senior to be the main source of technical support for coworkers and customers, aligning investigations, troubleshooting, and preventing issues across the product. You will resolve complex problems quickly, while improving processes and APIs with Engineering and Product teams.

The role involves interacting with clients and colleagues worldwide via email, calls, and chat, and requires strong English communication, problem solving, and data-driven decision

Qualificações

• Enjoy investigating causes of problems and strong problem-solving skills.
• Speak English with strong verbal and written communication skills.
• Make data-driven decisions and show accountability.
• Autonomy to learn new skills in a dynamic environment.

Responsabilidades

• Provide Level 3 support to customers and fix production issues in live environments.
• Automate processes and suggest improvements for the organization.
• Offer detailed feedback to Engineering & Product regarding issues and features.
• Prioritize tasks aligned with company strategy and coordinate with global teams.
• Interact with customers and coworkers via email, calls, and chat.
• Balance multiple tasks by size and business impact.
• Deliver technical training to the team to improve skills and decision making.
• Document processes, resolutions, automations, scripts, queries, and workarounds.

Conhecimentos

Critical thinking

Problem solving

English communication

Data-driven decisions

Autonomy

Proactivity

Team collaboration

Ferramentas

SQL

RESTful APIs

GraphQL

Linux terminal

Descrição da oferta de emprego

We are a collective group of fearless people with a clear purpose: to empower professionals around the world through intelligent workflow automation software. Currently, more than 500 people across 7 countries work with us, remotely or in a hybrid way, to make life easier for over 3,000 companies using Pipefy in more than 180 countries. Since our founding in 2015, we have put people at the center of everything we do, so we invite you to learn more about this position and apply to be part of our team.

Job Description:

The Technical Support Senior is the main source of technical support and information to support coworkers, and Pipefy's internal and external customers, sharing knowledge and answering technical questions in layman's terms for those who need it.

Their main goal is to align, investigate, troubleshoot, resolve, and prevent team, product, and customer issues as quickly as possible ensuring satisfaction, following company strategy, and minimizing impacts.

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 and be able to suggest improvements for the entire Pipefy;
• 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;
• 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;

Requirements:

• Enjoy investigating the causes of problems, critical thinking, and problem-solving skills;
• Speak English, have strong verbal and written communication skills, and can 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/or Monitoring systems troubleshooting;
• Able to 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;

Benefits:

• Health and Dental insurance
• Life insurance
• Flexible hours (40h/ week)
• Flexible monthly meal allowance
• Monthly home office allowance
• Home office setup allowance
• Psychological assistance (employees or legal dependents)
• Gympass
• Labor classes
• Maternity / Paternity leave (Maternity 6 months/Paternity 3)
• Babysitting / Elementary school allowance