Technical Support Engineer – IC2 – Platform Technologies (portuguese)

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  • San José
  • Permanente
  • Tiempo completo
  • Hace 20 días
OVERVIEWWe're seeking an experienced Technical Support Engineer to join our Client's Technical Support team as a senior escalation specialist. In this role, you'll be managing and resolving our most complex platform issues while mentoring junior team members. The ideal candidate combines deep technical aptitude with excellent interpersonal skills, as you'll be directly interfacing with customers and helping them navigate challenging situations.This position requires the ability to quickly master the Client's platform and adapt to dynamic technical environments. While primarily working during regular business hours, flexibility for evening, weekend, and holiday coverage is essential to support the global customer base. The role requires onsite presence twice per week at our office location.RESPONSIBILITIES
  • Serve as the final escalation point for complex technical issues within the ServiceNow platform
  • Debug and resolve sophisticated problems across web application stacks
  • Write and analyze Object-Oriented code to troubleshoot customer issues
  • Mentor and provide technical guidance to junior team members
  • Create and maintain technical documentation for resolved issues
  • Administer and troubleshoot database systems in customer environments
  • Perform remote system diagnostics and performance analysis
  • Develop and implement solutions for critical customer incidents
  • Communicate technical solutions clearly to both technical and non-technical stakeholders
  • Maintain professional demeanor while handling challenging customer situations
  • Provide real-time support in Spanish (required) and Portuguese (preferred)
  • Lead technical discussions with customers to gather requirements and explain solutions
  • Monitor and diagnose system performance issues
  • Execute remote administration tasks using SSH, SNMP, WMI, and PowerShell
  • Manage and optimize database performance (MySQL, Oracle)
  • Implement scripting solutions using JavaScript, Python, Perl, or Shell scripts
  • Support web application troubleshooting across full technology stack
  • Contribute to knowledge base and support documentation
  • Participate in on-call rotation for after-hours support as needed
  • Work closely with development teams to escalate product issues
  • Share knowledge and best practices with support team members
  • Participate in technical review sessions and team meetings
  • Assist in training and onboarding new team members
  • Contribute to continuous improvement of support processes
  • Collaborate with cross-functional teams to resolve complex issues
QUALIFICATIONS
  • Knowledge on Database, Object Oriented languages (java, javascript preferred) is must and having ServiceNow knowledge is a big plus in technical standpoint. Good to have experience in working with customers on the support side.
  • Demonstrated ability to troubleshoot difficult technical issues
  • Working knowledge of the components in a web applications stack
  • Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies is acceptable)
  • Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
  • Experience with relational databases (e.g. MySQL, Oracle)
  • Experience administering: Linux/Unix OR Microsoft Server
  • Excellent verbal and written communication skills
  • Works well in a team environment
  • Strong personal commitment to quality and customer service
  • Ability to understand and communicate complex technical systems
  • Proven ability to maintain a professional demeanor when handling complex user issues
  • Language requirement: TSEs will be required to be fluent in Spanish and Portuguese is preferred.
PREFERRED SKILLS
  • ServiceNow, Linux knowledge is optional and can be learned on the job.
  • A fundamental understanding of ITSM, ITIL, or CMDB
  • Deep understanding of JavaScript.
  • Advanced MySQL or Oracle experience
  • Experience diagnosing performance degradation
  • Understanding of remote administration via SSH, SNMP, WMI, Powershell.
  • The ideal candidate is a college graduate with a Computer Science degree or equivalent and has had a developer or database administrator role for more than 2 years. Strong interpersonal communication skills are essential.
  • Degree in computer science is preferred but not mandatory if they have sufficient knowledge and experience on technical aspects.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.

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