Technical Support Engineer

Arca Solutions Inc.; Brasil; Teletrabalho; BRL 60 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance assistance

Flexible hours

Nice and informal environment

Daily challenges

Awesome team

Resumo da oferta

Arca Solutions Inc. is seeking a Technical Support Engineer to join our Support team. You will communicate directly with customers, investigate issues, and use your technical knowledge to determine whether they are usage questions, configuration problems or software bugs.

The ideal candidate is curious, analytical, and comfortable working with source code and databases, with ownership mindset and a drive to grow into a technical reference within the team.

Qualificações

• Graduation in Computer Science, Information Systems, Systems Analysis or a related field - completed or in progress.
• Ability to read, understand and debug existing source code.
• Knowledge of SQL and experience investigating data directly in relational databases.
• Experience with Git.
• Logical and analytical thinking, with a structured approach to troubleshooting.
• Clear written and verbal communication, empathy and patience when assisting customers.

Responsabilidades

• Provide technical support to customers through our ticketing system.
• Communicate with customers to understand reported issues, request additional information and provide clear guidance.
• Reproduce reported behaviors and investigate possible software bugs.
• Analyze source code, application logs, configurations and database records during technical investigations.
• Identify known issues and apply existing fixes when available.
• Develop and test bug fixes when necessary.
• Document investigations, solutions and recurring technical issues.
• Assist with customer version upgrades and validate environments after deployment.
• Manage the publication and update process for mobile applications on the Apple App Store and Google Play.
• Work closely with the Support, Development and Infrastructure teams to resolve more complex cases.

Conhecimentos

SQL knowledge

Git

Code debugging

English proficiency

Analytical thinking

Communication skills

Ownership

Team collaboration

Problem solving

Formação académica

CS/IS degree

Ferramentas

Docker

Linux

REST APIs

Elasticsearch

Descrição da oferta de emprego

If you enjoy solving technical problems, investigating how software works and helping customers find the right solution, we would like to meet you!

We are looking for a Technical Support Engineer to join our Support team. In this role, you will communicate directly with customers, investigate reported issues and use your technical knowledge to determine whether they are usage questions, configuration problems or software bugs.

We are looking for someone who is curious, analytical, communicative and comfortable working with source code and databases. Someone who takes ownership of problems, enjoys learning and is willing to grow into a technical reference within the Support team. Does this sound like you? Check out the details of this opportunity!

What you'll do:

• Provide technical support to customers through our ticketing system;
• Communicate with customers to understand reported issues, request additional information and provide clear guidance;
• Reproduce reported behaviors and investigate possible software bugs;
• Analyze source code, application logs, configurations and database records during technical investigations;
• Identify known issues and apply existing fixes when available;
• Develop and test bug fixes when necessary;
• Document investigations, solutions and recurring technical issues;
• Assist with customer version upgrades and validate environments after deployment;
• Manage the publication and update process for mobile applications on the Apple App Store and Google Play;
• Work closely with the Support, Development and Infrastructure teams to resolve more complex cases.

What we need you to have:

• Graduation in Computer Science, Information Systems, Systems Analysis or a related field - completed or in progress;
• Ability to read, understand and debug existing source code;
• Knowledge of SQL and experience investigating data directly in relational databases;
• Experience with Git;
• Logical and analytical thinking, with a structured approach to troubleshooting;
• Clear written and verbal communication, empathy and patience when assisting customers;
• Organization, attention to detail, proactivity and a strong sense of ownership;
• Ability to work independently and collaborate with different teams;
• Intermediate or advanced English, especially for written communication.

It would be awesome if you have:

• Previous experience in technical support for software or SaaS products;
• Experience with Symfony or other PHP frameworks;
• Experience investigating application logs and working with Linux or web server environments;
• Knowledge of REST APIs and third-party integrations;
• Experience with Docker;
• Experience publishing or updating applications on the Apple App Store and Google Play;
• Knowledge of Elasticsearch;
• Experience with software deployment, version upgrades or production environment troubleshooting.
• Health insurance assistance;
• Flexible hours;
• Nice and informal environment;
• Daily challenges;
• Awesome team!

Our Team

Here in Arca we prioritize teamwork always focusing in our end users and constant innovation.

We have a diverse, integrated team, where professionals from different areas develop digital solutions together, thinking about our products, overcoming challenges, discovering new possibilities, with the final goal of meet the needs of our clients through beautiful experiences.

That’s not an easy task, and we believe that passion and constant improvement from people and processes are essential on this journey.

We like to work together, beat challenges, improve our skills and learn from each other in everything we do.

Join our team, you’ll be more than welcome!

arca

United States

7138 Little River Turnpike #1825
Annandale, VA 22003