Mid-level Support Analyst N2/N3 – PL/SQL & APEX Support
CI&T
AngularAzureCloudJavaJavaScriptJUnitMavenMockitoOracleServiceNowSpringSpring Boot+2 more
Technical Support Engineer
Laravel
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇧🇷 Brazil
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
AWSCloudDNSLaravelMySQLNGINXPHPRedis
About the role
- - Ticket Management: Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses.
- - Customer Support: Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging cases.
- - Bug Reporting and Feature Requests: Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements.
- - Escalation Management: Recognize and escalate issues that require higher-level intervention, ensuring seamless hand-offs and quick resolutions.
- - Team Collaboration: Work closely with teammates to resolve intricate customer issues and foster a supportive team environment.
- - Knowledge Sharing: Contribute to and utilize our knowledge base and saved replies to ensure consistent and high-quality support.
- - Multichannel Support: While email is our primary channel, be adaptable to future support methods, including chat and phone support.
Requirements
- - At least 2 years of experience in customer support, customer success, or a similar role, supporting technical products.
- - Exceptional verbal and written communication skills, with the ability to convey complex ideas clearly and effectively.
- - A customer-first mindset with demonstrated patience, empathy, and a genuine desire to help.
- - Experience in developer content or developer relations is a strong plus, showcasing your ability to effectively engage with a developer audience.
- - Fluency in English is required, and proficiency in additional languages is highly desirable to better serve our global customer base.
- - Solid understanding of web application hosting and infrastructure.
- - Proficiency in installing and troubleshooting technologies such as Nginx, DNS, SSL, PHP, MySQL, and Redis.
- - Comfortable working in a terminal environment to resolve customer issues directly on their servers.
- - Familiarity with Ubuntu server management and debugging processes.
- - Knowledge of PHP and the Laravel framework.
- - Understanding of cloud computing concepts and providers; experience with AWS is a bonus.
Benefits
- - Fully remote and globally distributed working environment
- - Option to attend Laracon conferences around the world
- - Paid time off (Vacation, Sick & Public holidays)
- - Family leave (Maternity, Paternity)
- - Company equity
- - Welcome kit with custom Laravel swag
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
NginxDNSSSLPHPMySQLRedisUbuntu server managementLaravelcloud computingAWS
Soft skills
customer supportcommunication skillspatienceempathyteam collaborationproblem-solvingknowledge sharingadaptabilityfirst-contact resolutionescalation management
