Senior Support Specialist

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🕒 Julho 5

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Engageware

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2000

💼 Consultoria

🏥 Saúde

📦 Logística

Consulting • Healthcare • Logistics

A Engageware é uma plataforma de engajamento ao cliente com tecnologia de IA que ajuda organizações a automatizarem o serviço ao cliente e impulsionarem vendas através de interações virtuais e assistidas por humanos em múltiplos canais. A plataforma oferece assistentes virtuais, IA conversacional, agendamento de compromissos (incluindo integrações com Salesforce e outras plataformas empresariais), videobanking, gestão de lobby e filas, além de gestão unificada de conhecimento para melhorar o autoatendimento dos clientes e a eficiência dos empregados. A Engageware atende principalmente bancos, cooperativas de crédito, varejistas, gestores de patrimônio, instituições de ensino superior e outras empresas como uma solução SaaS segura e escalável.

Descrição

• Receive, classify, and resolve customer technical tickets (Jira) in compliance with established SLAs • Autonomously prioritize the work queue based on impact, urgency, and technical judgment, continuously adjusting to business context • Conduct in-depth incident diagnostics: problem reproduction, log analysis, configuration review, and environment validation • Document each case clearly: diagnostic steps, root cause, solution applied, and recommended preventive actions (Confluence) • Concurrently manage multiple tickets at different resolution stages without loss of quality • Assess the functional and business impact of each case to assign the correct priority level (P1/P2/P3/P4) and ticket type • Identify recurring patterns in the ticket volume and propose corrective or preventive actions at the product or process level • Decide in a timely manner when to escalate a case, to whom, and what key information must accompany the escalation • Proactively manage workload: distribute effort, anticipate bottlenecks, and communicate risks to the Team Lead • Maintain performance and service quality during demand peaks, product launches, mass incidents, or critical dates • Handle client communication in high-tension situations with professionalism, empathy, and a solution-oriented mindset • Meet SLA commitments even under high-load scenarios, proactively communicating any deviations • Collaborate with Product, QA, and Development teams to report bugs, validate fixes, and participate in incident triage • Actively contribute to the internal knowledge base (Confluence) • Participate in process review sessions and propose improvements to support workflows and tooling • Share best practices and raise the technical bar of the team.

🎯 Requisitos

• 3 to 4+ years of experience in Technical Support, Help Desk, or technical Customer Success roles (Tier 2 / Tier 3) • Proven track record in high-volume ticket environments (minimum 1,000 cases/year) • University or technical degree in Systems, Computer Science, Telecommunications, or a related field (or equivalent experience) • Proficiency with ticketing tools: Zendesk, Jira Service Management, or similar • Ability to analyze logs, diagnose APIs (REST/SOAP), and use monitoring tools (Datadog) • Familiarity with relational databases (basic SQL for diagnostic queries) • Experience with SaaS platforms and enterprise software architectures • Excellent written and oral communication in Spanish; intermediate English (technical reading and communication with international clients is desirable) • Ability to make decisions under pressure with incomplete information • Logical and structured thinking for diagnosing and resolving complex problems • Autonomy and proactivity: the ability to manage one's own workload without constant supervision • Customer focus with an emphasis on definitive resolution, not quick patches • Resilience and composure in high-stakes, incident-driven scenarios, including demand peaks and critical outages.

🏖️ Benefícios

• Onboarding on internal platforms • Monitoring tools • Incident management processes