Senior Support Technician

🔥 17 hours ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Quality Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Quality Digital is a leading technology company in Brazil with over 34 years of experience, specializing in accelerating digital transformation for businesses. They provide innovative digital solutions that enhance operational performance, governance, and customer communication through the use of specialized teams and digital platforms. Their services include IT optimization, automation, digital strategy, and AI analytics to create high-value experiences across multiple channels.

📋 Description

• Receive incident reports via email, Microsoft Teams, WhatsApp, telephone, and ITSM • Log tickets, classify severity, and confirm impact • Initiate the escalation matrix • Open the War Room and convene participants and teams • Confirm the technical moderator from Profarma • Manage the agenda, decision records, open items, and communications • Issue periodic announcements and status updates throughout the incident • Prepare and issue the Major Incident Post-Incident Report • Formally create Problem tickets and ensure proper classification, assignment, deadlines, and workflow governance • Monitor and report performance KPIs, including MTTA, escalation time, communication time, update SLA compliance, and the percentage of Post-Incident Reports completed on time • Assume technical moderation of the crisis and appoint the responsible moderator • Conduct technical investigation, diagnosis, containment, service restoration, and validation • Define technical priorities and remediation strategies • Make the necessary specialists and vendors available

🎯 Requirements

• 100% remote work • 12x36 shift schedule • Two positions from 7:00 a.m. to 7:00 p.m. • Two positions from 11:00 a.m. to 11:00 p.m.

🏖️ Benefits

• An environment conducive to learning and professional growth • Performance reviews and feedback focused on continuous development • Meal and/or food allowance • Medical and dental insurance • Pharmacy partnerships offering discounts on medications • Childcare assistance in accordance with the applicable policy • Partnership with SESC, offering a variety of cultural and leisure activities • Partnerships for language and technology studies, as well as access to a course platform • Payroll-deducted loans at attractive interest rates • Financial education program • Corporate University and learning paths • Referral Program with opportunities for prizes and bonuses • Group life insurance