Engineer
Qualidados Engenharia
L2 Engineer – Mid-level
MTP Brasil
full-time
Posted on:
Location Type: Remote
Location: Remote • Brasil
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AzureCloudHadoopHDFSKubernetesMongoDBPythonServiceNowSQL
About the role
- The Level 2 Service Delivery Consultant combines technical, communication and customer-service skills to support a high-impact platform.
- The primary responsibility of the role is to handle Service Requests, with a focus on User and System Access, ensuring compliance with predefined SLAs.
- Additional responsibilities include creating and maintaining knowledge base articles, handling related errors, properly triaging complex technical issues, working to restore or resolve services and escalating when necessary.
- Own the ticket throughout its entire lifecycle, including follow-ups, while maintaining close and clear communication with the client.
- Provide product, process or business support at a more advanced level (next tier).
- Review, publish and retire knowledge base articles.
- Create/update onboarding guides, Pendo Guides and chatbot scripts.
- Update knowledge documentation to reflect product or process changes.
- Collaborate with the Level 1 team to continually improve the first-contact resolution rate.
- Troubleshoot tickets assigned by the Service Desk.
- Reproduce issues and document the steps taken.
- Analyze logs and run stored procedures/scripts as needed.
- Participate in application ceremonies.
- Support testing activities to enable new features.
Requirements
- 1 to 3 years of experience in Service Delivery within large-scale cloud environments, focusing on request fulfillment, incident response, escalation procedures and knowledge management to meet SLA requirements.
- Experience diagnosing and troubleshooting application and infrastructure incidents.
- Ability to use available tools and resources to identify solutions (even if not documented).
- Experience identifying the area of failure (code, environment or configuration) and working with the responsible teams to implement fixes.
- Experience creating and updating documentation/knowledge base articles and a continuous improvement mindset.
- Ability to manage multiple deadlines and conflicting priorities.
- Knowledge of ITIL and service management principles.
- Customer service skills and the ability to manage expectations.
- Experience in interpersonal communication and collaboration with internal and global teams.
- Familiarity with DevOps practices.
- Experience managing a ticket backlog, ensuring proper documentation and progress.
- Experience with team collaboration tools.
- Desired Skills and Tools
- Excellent verbal and written communication.
- Intermediate scripting and automation (bash; Python preferred).
- Creation of runbooks and knowledge articles.
- Cloud knowledge (Azure preferred).
- SQL/MongoDB queries and interpretation of results.
- Familiarity with ServiceNow.
- Understanding of the ITIL framework.
- Optional Certifications
- Azure Fundamentals
- ITIL Foundation
- Optional Requirements
- Job scheduling and alert configuration.
- Infrastructure monitoring.
- Backup and disaster recovery.
- Basic web application architecture knowledge.
- Knowledge of Hadoop, HDFS, Hive, managed SQL databases and data sources (SFTP, ADLS, S3, etc.).
- Experience with Kubernetes or Azure Kubernetes Service (AKS).
Benefits
- Health insurance
- Dental insurance
- Meal voucher
- Mobility voucher
- Culture voucher
- Education voucher
- Life insurance
- Mental health and wellness program
- Childcare assistance
- Partner discounts
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
scriptingautomationSQLMongoDBAzurebashPythonKubernetesAzure Kubernetes ServiceITIL
Soft skills
customer serviceinterpersonal communicationcollaborationcommunicationtime managementproblem-solvingcontinuous improvementexpectation managementtriagingdocumentation
Certifications
Azure FundamentalsITIL Foundation
