Technical Support Specialist - Level III

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Description

• Serve as the main point of contact for clients, demonstrating a customer-oriented approach. • Assess, categorize, and prioritize incidents to determine their criticality. • Manage and resolve incidents promptly to minimize client impact. • Facilitate effective communication between clients and technical teams. • Analyze technical issues to provide clear explanations to clients and actionable insights. • Maintain comprehensive documentation of incidents. • Ensure adherence to agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). • Assess when to escalate issues to higher management or specialized teams. • Ensure necessary resources and personnel are allocated to manage incidents. • Own and manage the incident process, tools, and priorities. • Be prepared to handle incidents outside regular office hours as part of a 24/7 support commitment.

Requirements

• +4 years of experience in incident management or similar roles. • Excellent written and verbal communication skills in English and Spanish; Portuguese is optional but desired. • Strong understanding of technical concepts, including databases (SQL and NoSQL), REST APIs, and SOAP services. • Familiarity with technologies such as Node.js, MongoDB, Kubernetes, Docker, and React.js. • Demonstrated ability to quickly assess situations, identify root causes, and develop effective solutions. • Experience managing multiple incidents or problems simultaneously, focusing on meeting timelines and milestones. • Familiarity with at least one programming language and experience with third-party service integrations. • Ability to work effectively under pressure and manage high-stress situations calmly. • Willingness to learn and adapt quickly, both through formal training and independent research. • Ability to work effectively with cross-functional teams, building strong relationships to facilitate incident resolution. • Experience managing the escalation process and knowing when and how to escalate issues appropriately.