On Site Technical Support Engineer - Sao Paulo/Brazil

HireLATAM; Palaiseau; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

An innovative recruitment agency is seeking a Technical Support Engineer to join a leading identity verification platform in São Paulo, Brazil. This role involves managing major incidents, enhancing incident response processes, and collaborating with various teams to ensure high service quality. The ideal candidate will have a strong background in IT Service Management, excellent communication skills, and the ability to work under pressure. Join a dynamic team dedicated to safeguarding users globally and enjoy a range of benefits including stock options and tailored learning budgets. If you're passionate about technology and helping others, this opportunity is perfect for you.

Prestations

Stock options

Learning and Development budget

Health & Sports budget

Medical insurance

Meal voucher

1 day off for volunteering

Qualifications

• Experience in Major Incident Management and IT Service Management is essential.
• Strong understanding of incident response frameworks and regulatory compliance.

Responsabilités

• Manage the end-to-end lifecycle of major incidents ensuring timely resolution.
• Lead Root Cause Analysis and develop incident response documentation.
• Support DevOps teams with technical input and incident triage.

Connaissances

Major Incident Management

IT Service Management (ITSM)

Root Cause Analysis (RCA)

Stakeholder Management

Analytical Skills

Communication Skills

Problem Management

Change Management

DevOps Support

Formation

ITIL Certification

Equivalent experience in IT service operations

Outils

Jira

Opsgenie

Grafana

Description du poste

HireLatam is a premier recruitment agency that connects exceptional talent in Latin America with outstanding opportunities in the United States. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Job Title: On Site Technical Support Engineer - Sao Paulo/Brazil

Location: Sao Paulo - On Site

Position Type: Full-time

Salary: R$9,000 - 13,000 based on experience

Schedule: Monday - Friday, 8:00am - 4:30pm Local Time but needs to be flexible for 'on call' shift every 24 days

Job Overview:

Our client is a leading identity verification platform that partners with innovative, growth-driven organizations worldwide to conveniently verify and safeguard users globally. By supporting a vast range of identity documents from nearly every country and territory, they empower businesses and individuals to build a safer and more secure online world. With a diverse global team and offices in the United States, United Kingdom, Spain, and Estonia, along with strong backing from prominent investors like Accel, Alkeon, IVP, Tiger Capital, and Y Combinator, they are committed to being the benchmark for online trust and a positive force in the digital landscape.

Our client is hiring a Technical Support Engineer for its São Paulo office in Brazil. As a Technical Support Engineer, you will solve the hardest problems that our customer-facing teams have to escalate. Ultimately, you will be a person that their customers trust—they will rely on you to provide timely and accurate solutions to their technical and integration problems. Hence, if you’re naturally a helper, enjoy assisting people with technical issues, and can explain technical details in a simple way, we’d like to meet you!

Responsibilities:

• Owning and managing the end-to-end lifecycle of major incidents, ensuring timely resolution and effective stakeholder engagement.
• Coordinating and standardizing the Incident Management process across the organization to ensure efficiency and consistency.
• Leading Root Cause Analysis (RCA) and follow-up actions to prevent future incidents and improve system stability.
• Defining and escalating relevant issues to Problem Management for deeper investigation and resolution.
• Developing, maintaining, and enhancing incident response playbooks and documentation.
• Ensuring clear and proactive communication with key stakeholders throughout the incident lifecycle.
• Analyzing incident trends and patterns to identify areas for improvement and risk mitigation.
• Facilitating post-mortems and implementing best practices to strengthen system resilience.
• Ensuring compliance with EU regulations, including DORA (Digital Operational Resilience Act) and NIS2 (Network and Information Security Directive 2).
• Managing various types of Critical Incidents, Business Emergencies, Regulatory Breaches, and GDPR-related issues.
• Assuring that preventative measures and corrective action items are implemented to avoid incident recurrence.
• Continuously assessing and optimizing the Critical Incident Management process to ensure it remains fit for purpose.
• Working closely with different teams to identify solutions and support high service quality.
• Supporting DevOps teams by providing technical input and incident triage assistance.
• Actively participating in the change management process, contributing insights on potential risks and incident impact mitigation.

Qualifications, Skills and Key Competencies:

• Proven experience in Major Incident Management, IT Service Management (ITSM), or a similar role.
• Strong understanding of incident response frameworks, problem management, and root cause analysis (RCA) methodologies.
• Familiarity with regulatory compliance standards, particularly DORA, NIS2, and GDPR.
• Excellent communication and stakeholder management skills, with the ability to convey technical issues in a business-friendly manner.
• Experience managing incidents in a highly regulated industry (e.g., finance, telecommunications, healthcare).
• Ability to work under pressure, make critical decisions quickly, and drive resolution in complex environments.
• Proficiency in ITSM and monitoring platforms (e.g., Jira, Opsgenie, Grafana, etc.).
• Strong analytical and problem-solving skills, with a data-driven approach to continuous improvement.
• Experience working with DevOps teams to support technical troubleshooting and triage.
• Knowledge of Change Management processes.
• ITIL certification (preferred) or equivalent experience in IT service operations.

Bonus Points:

• Trilingual in English/Spanish/Portuguese
• Previous experience working for a global technology company

Benefits:

• Stock options that ensure you share in company success
• Learning and Development and Health & Sports budgets that you are free to tailor to your own needs
• Medical insurance to ensure you're feeling great physically and mentally
• Meal voucher (40 BRL/working day)
• 1 day off per year for volunteering activities

We are an Equal Opportunities employer committed to a diverse and representative team. Different opinions, perspectives and personalities push us forward. We want to hear from people who are passionate about their work and align with our values. Regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability. We also know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates - so rest assured, whoever you are, we want to hear from you!

Please be informed that in the final stage of the recruitment process we may request you to go through identity verification.