Technical Support Analyst - APAC

Job Title: Technical Support Analyst (Agent 2)

Level: Senior

Working Hours: Full Time (40/Week)

Location: Remote (APAC Time Zone)

Your Team 👥

You will report to our Support Team Lead and join the Customer Experience and Services team. On TheOrg you can view the complete structure of our organization, including information about every team member, hiring managers and the size of each department.

Your Responsabilities ✏️ 

The Level 2 Tech Support Agent is responsible for troubleshooting and resolving complex technical issues escalated from Level 1 Support. They possess in-depth knowledge of company products/services and utilize advanced troubleshooting techniques to identify and resolve customer problems. They may also provide guidance and training to Level 1 agents. Excellent communication and problem-solving skills are essential in this role.

Mandatory Hard Skills 🎯

• Fluent English and Portuguese proficiency;
• 2+ years of experience in Tech Support, Cloud-Ops, Product Support, or equivalent experience - developers interested in working directly with customers are highly encouraged to apply;
• Experience working with Docker and Kubernetes;
• Experience working with LDAP, SAML, ADFS and other authentication methods;
• Experience troubleshooting with code reading skills, including the use of APIs;
• Experience with MongoDB.

Desirable Hard Skills 💕 

• Good writing documentation skills;
• Server performance monitoring tools (Prometheus, Grafana) are desirable;
• Experience with Node.js is a plus;
• Experience in open-source software is highly desirable;
• Ability to follow technical documentation and communicate technically with customers;
• Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, and container platforms.

Soft Skills ✨

• Passion: Genuine enthusiasm for what you do and how it contributes to our company's mission;
• Dream: Proactively seek out opportunities and challenges to achieve extraordinary results. If you're someone who takes initiative and is always striving to improve, you'll fit right in;
• Own: Take ownership of your work, set high standards for yourself, and be accountable for outcomes demonstrating a strong sense of responsibility and commitment; 
• Trust: Recognizing the importance of trust and support and actively working towards a collaborative and inclusive workplace;
• Share: Communicating openly and transparently, ensures clarity and honesty in interactions. 

What You'll Do 🖥️

• You'll deploy different versions of Rocket.Chat daily to reproduce customer environments and troubleshoot their issues;
• You'll need to learn about every Rocket.Chat feature, but especially its capabilities for omnichannel communication and authentication mechanisms;
• Respond to technical support inquiries via Rocket.Chat, Zoho Desk, email and other channels;
• Escalate complex issues to engineering teams when necessary;
• Create and maintain technical documentation and knowledge base articles;
• Track product escalated issues within our issue management system;
• Suggest customer service improvements;
• Ticket management support.