Tier 1 Technical Support Analyst – Mid-level

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Umbler

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

☁️ SaaS

🤝 B2B

SaaS • B2B

Umbler is a Brazilian software company that offers an integrated suite of business tools for customer communication, professional email, and web hosting. Its products include a WhatsApp-focused CRM and platform for multi-agent conversations, chatbots and AI agents trained with company-specific data, corporate email (Umbler Mail), and managed WordPress/PHP hosting with container or dedicated options. Umbler targets entrepreneurs, agencies and small-to-medium businesses with transparent, pay-as-you-go pricing and emphasizes ease of use, reliability and customer support.

📋 Description

• Receive, analyze and perform the initial triage of support tickets • Identify issues and collect information for technical diagnosis • Assist customers in resolving questions related to the platform’s services • Perform basic checks on servers, applications and hosted services • Interpret logs and metrics to support technical investigations • Escalate incidents to the responsible teams when necessary • Follow up on tickets, ensuring clear communication and alignment with customers • Document procedures, solutions and customer support best practices • Contribute to the continuous improvement of support processes and the customer experience

🎯 Requirements

• Basic knowledge of Linux and the command line (navigation, permissions and processes) • Familiarity with SSH for remote access and server diagnostics • Understanding of web servers, especially Nginx, and interpretation of HTTP errors • Familiarity with DNS, CDN and general caching concepts • Basic knowledge of MySQL and PHP to identify common errors • Ability to read and interpret system logs • Familiarity with Shell Script for automating basic tasks • Basic knowledge of at least one programming language

🏖️ Benefits

• Competitive salary • Expense allowance • Health insurance, dental coverage and Gympass • Birthday day off • Onboarding kits and peripherals • Collaborative environment with autonomy