Lead Developer, N2/N3 Support Coordinator

🔥 15 minutes ago

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easyfast.tech

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2003

🔒 Cybersecurity

🤝 B2B

Cybersecurity • B2B

easyfast. tech is a managed IT services provider that helps businesses with fast, efficient technical support, proactive IT monitoring, asset management, cybersecurity (firewalls, AI-driven antivirus), backup and disaster recovery, cloud services and IP telephony. They serve Brazilian and U. S. clients, emphasizing reliability, remote management and business continuity for organizations seeking outsourced IT and security solutions.

📋 Description

• Manage the N2/N3 support team, assigning tickets and monitoring SLAs, performance and quality of responses • Define and maintain ticket classification and prioritization criteria • Act as an escalation point for complex cases • Perform advanced troubleshooting in production involving databases, integrations, infrastructure and applications • Lead postmortems and formal incident reports, including root cause, impact and action plan • Create and maintain troubleshooting documentation, runbooks and a knowledge base • Track support metrics and propose improvements • Analyze and fix application bugs in production • Create internal scripts and tools to automate diagnostics • Work on REST API integrations between internal and external systems • Review MongoDB queries and performance related to incidents • Collaborate with development to prioritize support fixes • Document technical processes and support routines

🎯 Requirements

• Previous experience in N2/N3 support or hybrid support/development roles • Knowledge of C# / .NET (Core, Framework) for reading, debugging and making small code fixes • Familiarity with MongoDB, troubleshooting, queries and performance tuning • Understanding of REST API integrations and failure diagnosis • Knowledge of Docker and AWS infrastructure, including EC2/ECS, CloudWatch and Elastic Load Balancer • Basic GitHub knowledge for version control and applying fixes • Knowledge of Windows and Linux architectures • Experience with service desk/ticketing tools, ticket classification, SLAs and escalation processes • Knowledge of Kanban/Scrum applied to support management • Ability to document technical processes and support routines • People- and process-oriented leadership profile • Excellent communication with clients, L1 and development teams • Analytical profile, calm under pressure and proactive • Ability to translate technical problems into business language and vice versa • Desirable: knowledge of network infrastructure and Active Directory • Plus: experience managing a technical support team, high-availability environments and ITIL certifications or formal incident management experience • English — level 3

🏖️ Benefits

• Salary advance • Health insurance • Life insurance • Bonus