Technical Support Analyst - Latam

Rocket.Chat; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading open-source communications platform is seeking a highly skilled Technical Support Analyst to provide exceptional service to clients in a remote work setting. The ideal candidate will have strong proficiency in English and Portuguese, with over 3 years of experience in tech support and familiarity with Docker, Kubernetes, and API usage. Responsibilities include troubleshooting customer issues, maintaining documentation, and suggesting improvements to customer service. Enjoy a flexible schedule and competitive benefits in a vibrant, multicultural environment.

Serviços

Unlimited Paid Time Off

Language and tech courses

Stock options

Flexible schedule

Multicultural environment

Qualificações

• 3+ years of experience in Tech Support, Cloud-Ops, or equivalent.
• Ability to interact technically with customers.
• Proficiency with documentation and knowledge base creation.

Responsabilidades

• Troubleshoot and reproduce customer issues.
• Escalate complex issues to higher-level support.
• Create and maintain technical documentation.

Conhecimentos

Fluent English

Fluent Portuguese

Tech Support experience

Cloud-Ops experience

Documentation skills

API usage experience

Proficiency in Customer Support Software

DevOps understanding

Ferramentas

Docker

Kubernetes

Prometheus

Grafana

Postman

Descrição da oferta de emprego

This is a remote job for applicants in Brazil.

We are looking for a full-time highly skilled and dedicated Technical Support Analyst to join our Customer Experience & Services team.

This person will provide top-notch service to our external clients, while simultaneously improving the overall customer service process.

Mandatory Hard Skills

• Fluent English and Portuguese proficiency.
• Over 3+ years of experience in Tech Support, Cloud-Ops, Product Support, or equivalent experience - developers interested in working directly with customers are highly encouraged to apply.
• Conteineiraztion tools (such as Docker, and Kubernetes ) and server performance monitoring tools (such as Prometheus, and Grafana ) are required.
• Good writing documentation skills.
• Ability to go deep and technical with customers, as needed.
• API usage experience (including knowledge of tools like Postman or others).
• Proficiency with Customer Support Software (Zendesk, Help Scout, ZohoDesk, etc.)
• Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, and container platforms.

Desirable Hard Skills

• Experience with Node.js is a plus.
• Experience working with databases, specifically Mongo DB (performing queries and understanding the logic of DB structure) is highly desirable.
• Experience in open source software is highly desirable.

Soft Skills

• Collaboration
• Critical thinking
• Presentation skills
• Outstanding written and verbal communication skills;
• Solid organization and analytical skills.

What You'll Do ?

• Troubleshoot customer issues by reproducing their environment
• Escalate complex issues to higher-level support teams when necessary
• Create and maintain technical documentation and knowledge base articles
• Track product escalated issues within our issue management system
• Suggest customer service improvements
• Ticket management support

Benefits ?

Our goal is to make your routine as a Rocketeer feel enjoyable, exciting, and comfortable in a 100% remote environment.

So, you'll receive a set of benefits to improve your remote work experience!

They include a flexible schedule, unlimited Paid Time Off, language and tech courses, stock options, a multicultural environment with colleagues in over 26 countries, a vibrant company culture, and more!

About Rocket.Chat

Rocket.Chat is the world's largest open-source communications platform.

Built for organizations needing more control over their communications, it enables collaboration between colleagues, partners, customers, communities, and even platforms without compromising data ownership, customizations, or integrations.

Check out our handbook for more information about our rocket.