This is a Full Remote job, available from Argentina.
Our client seeks to improve the quality of life of citizens and organizations by building frictionless digital experiences combining traditional cybersecurity controls with biometrics, geolocation, machine learning, document identification recognition, and user behavior analysis.
They are looking for Technical Support Engineers with solid technical knowledge and experience in incident and problem management to join their team. This role is crucial in resolving complex application problems, managing escalations, and contributing to the continuous improvement of their services and solutions. The ideal candidate will apply their technical knowledge and business understanding to offer effective solutions for both them and their clients.
Main functions and responsibilities:
Ticket Attention and Management: Attend and manage level 3 support tickets, ensuring effective and timely resolution of technical problems reported by end-users.
Problem Diagnosis and Resolution: Diagnose and resolve complex technical problems, focusing on debugging issues in databases and identifying necessary improvements.
Issue Debugging: Perform debugging of problems in databases, evaluating and recommending improvements to optimize performance and stability.
Documentation and Communication: Document and communicate solutions and procedures to clients in a clear and effective manner, maintaining an up-to-date knowledge base.
Integration and Usage Guide: Collaborate in the maintenance of integration guides for their SDK and APIs, ensuring their accuracy and relevance.