Analista de Suporte Técnico N1 – Pleno
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Job Description
Technical Support Analyst for Umbler, assisting clients with technical issues and maintaining service quality. Responsible for troubleshooting and managing client support tickets remotely.
Responsibilities:
- Receber, analisar e realizar a triagem inicial dos tickets de suporte
- Identificar problemas e coletar informações para diagnóstico técnico
- Auxiliar clientes na resolução de dúvidas relacionadas aos serviços da plataforma
- Realizar verificações básicas em servidores, aplicações e serviços hospedados
- Interpretar logs e indicadores para apoiar investigações técnicas
- Escalonar incidentes para os times responsáveis quando necessário
- Acompanhar chamados garantindo comunicação clara e alinhamento com os clientes
- Documentar procedimentos, soluções e boas práticas de atendimento
- Contribuir para a melhoria contínua dos processos de suporte e experiência do cliente
Requirements:
- Conhecimentos básicos de Linux e linha de comando (navegação, permissões e processos)
- Familiaridade com SSH para acesso e diagnóstico remoto em servidores
- Noções de servidores web, especialmente Nginx, e interpretação de erros HTTP
- Familiaridade com DNS, CDN e conceitos gerais de cache
- Noções básicas de MySQL e PHP para identificação de erros comuns
- Capacidade de leitura e interpretação de logs do sistema
- Familiaridade com Shell Script para automação de tarefas básicas
- Conhecimento básico de ao menos uma linguagem de programação
- Boa comunicação escrita para atendimento e registro de tickets
Benefits:
- Salário competitivo
- Ajuda de custo
- Plano de saúde, odontológico e Gympass
- Day off no aniversário
- Kits de onboarding e periféricos
- Ambiente colaborativo e com autonomia
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