L1/L2 Technical Support

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Workana

WebsiteLinkedInAll Job Openings

outsourcing • employment • marketplaces • e-commerce • freelancing

51 - 200 employees

Founded 2012

👥 HR Tech

🏪 Marketplace

🎯 Recruitment

🔥 Funding within the last year

💰 Series C on 2024-02

Description

•Workana is the largest remote work platform for talents in Latin America. •Our client envisions a future where digital finance and modern payment systems are seamlessly integrated. •Ensure continuous service availability, meeting and exceeding Service Level Agreements (SLAs) •Monitor and manage incidents and other requests using the Jira Service Desk, ensuring efficient ticket flow and resolution •Collaborate with various technical teams for escalations, root cause analyses, and problem management •Develop and maintain technical documentation such as Runbooks and operational procedures •Engage in installation, configuration, and technical troubleshooting activities.

Requirements

•Proven experience in technical support roles such as Application Engineer or Technical Support Engineer •Familiarity with ITIL concepts, including Incident, Problem, and Event Management •Proficient in Windows administration or Linux operations, with hands-on experience in the Linux command line •Familiarity with containers, Docker, or Kubernetes is an advantage •Understanding of networking principles, and data formats such as XML, and JSON •Experience with databases (PostgreSQL Oracle) is desirable •Familiarity with security concepts, including OAuth 2.0, SSL, and TLS encryption protocols •Understanding of how APIs function •Awareness of messaging queue concepts, e.g. RabbitMQ or similar technologies would be a plus •Highly self-motivated and proactive, with a track record of taking initiative in challenging projects •Flexibility to adapt to potential schedule changes in response to new clients and project expansion •English proficiency is required for effective collaboration with customers •Fluency in Spanish is required