Support Engineer

• Monitor system health, service availability, and infrastructure alerts using internal tools and dashboards, proactively identifying disruptions and initiating response actions.
• Perform initial validation, testing, and diagnosis of incidents, and escalate issues quickly and accurately to the appropriate internal teams or external vendors.
• Diagnose common voice-related issues such as call failures and quality problems, determining whether issues are internal or supplier-related.
• Manage and respond to customer queries via asynchronous channels (e.g. Zendesk), ensuring timely, clear, and professional communication.
• Investigate issues using logs, browser console, and system behaviour for Toku’s browser-based products.
• Provide clear and timely updates to customers on issue status, maintenance activities, and system changes.
• Maintain high attentiveness to alerts and system behaviour, ensuring no critical issues are missed or delayed.
• Work closely with internal teams (engineering, infra, database) and external partners to resolve issues efficiently.
• Maintain accurate records of customer interactions, incidents, and resolutions within ticketing systems.
• Perform proactive and reactive testing of services, including validation of deployments and system changes.
• Assist with basic configuration tasks such as interconnection setup and route adjustments as required.

NOC & Technical Support Engineer – VoIP

• Deliver outstanding customer support via chats, emails and tickets
• Managing troubleshooting processes, handling escalations, and backlog maintenance
• Build strong and lasting customer relationships
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI
• Communicate with other teams

Technical Support Consultant, English C1, Native Portuguese

• Brindar atención y asesoramiento remoto a clientes: Acompañarás a usuarios en el uso de los servicios ofrecidos por la compañía, ayudándolos a resolver consultas de manera simple, clara y efectiva.
• Resolver consultas funcionales y administrativas: Asistirás a clientes en temas vinculados al área de clientes, gestión de servicios, pagos, facturación y procesos administrativos asociados.
• Guiar en la compra y contratación de servicios: Vas a identificar necesidades, orientar a los usuarios y ofrecer soluciones acordes a cada caso.
• Dar soporte técnico de nivel básico e intermedio: Analizarás, diagnosticarás y resolverás consultas técnicas sobre hosting, servidores, correo electrónico, dominios y plataformas Linux/Windows.
• Hacer seguimiento de incidencias: Registrarás, documentarás y darás seguimiento a tickets, configuraciones y soluciones aplicadas, asegurando trazabilidad y calidad en la información.
• Detectar incidentes recurrentes o masivos: Colaborarás con el análisis y la resolución de problemas que impacten en varios clientes o servicios.
• Trabajar en equipo con distintas áreas: Coordinarás acciones con equipos internos para garantizar una resolución efectiva, manteniendo una comunicación clara y colaborativa.
• Aportar mejoras al proceso de soporte: Participarás en la mejora de documentación, procedimientos internos y circuitos de atención, siempre con foco en la experiencia del usuario.

Technical Support – Level 1 y 2

• Provide technical support through inbound tickets, calls, and emails
• Troubleshoot and resolve networking issues across Cisco and Cisco Meraki environments
• Support end users and client IT teams in a fast-paced service environment
• Configure and troubleshoot VLANs, firewall rules, VPNs, routing, DNS, DHCP, and wireless networking issues
• Work within Zendesk and ticketing systems to manage incidents and service requests
• Escalate complex technical issues when necessary while maintaining clear communication with clients
• Collaborate with senior engineers on network troubleshooting and operational improvements
• Maintain professionalism and calm communication during high-pressure situations

Network Support Engineer

• Deliver outstanding technical support via emails, phone calls and chats;
• Take ownership of technical issues reported by customers and triage them as needed;
• Analyze and resolve customer inquiries containing technical issues or feedback;
• Follow procedures for proper escalation to relevant internal teams and key stakeholders;
• Maintain accurate records of failures, maintenance activities, and bugs;
• Contribute to and maintain the company’s support knowledge base and related documentation;
• Ensure compliance with the company’s Service Level Agreements (SLAs);

L2 Technical Support Consultant, Fluent English

• Acompañar a nuestros clientes en la resolución y gestión de incidencias o consultas, brindando soporte de forma eficiente y con empatía.
• Asegurar que cada interacción sea una oportunidad para resolver, ayudar y generar confianza.
• Analizar incidencias con profundidad, diagnosticar problemas y colaborar estrechamente con equipos de Engineering y Product.
• Funcionar como un puente clave entre soporte y desarrollo.

Technical Support Engineer – Help Desk

• Deliver outstanding customer support via chats, emails and tickets;
• Managing troubleshooting processes, handling escalations, and backlog maintenance;
• Build strong and lasting customer relationships;
• Keep up with evolving tools and technology;
• Handle sensitive customer data with care and security;
• Apply the latest and greatest customer happiness practices;
• Maintain deep understanding of client solutions and meet KPI;
• Communicate with other teams.

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