Lead Developer, N2/N3 Support Coordinator
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Job Description
Líder de suporte N2/N3 e desenvolvedor na easyfast.tech. Gerenciando incidentes, SLA, troubleshooting avançado e correções em aplicações SaaS.
Responsibilities:
- Manage the N2/N3 support team, assigning tickets and monitoring SLA compliance, performance, and quality
- Define and maintain ticket classification and prioritization criteria
- Serve as the escalation point for complex cases
- Perform advanced production troubleshooting, including databases, integrations, infrastructure, and applications
- Lead postmortems and formal incident reports
- Create and maintain troubleshooting documentation, runbooks, and a knowledge base
- Track support metrics and propose improvements
- Analyze and fix application bugs in production
- Create scripts and internal tools to automate diagnostics
- Work with REST API integrations
- Review MongoDB queries and performance related to incidents
- Collaborate with the development team to prioritize support fixes
Requirements:
- Previous experience in N2/N3 support or hybrid support and development roles
- C# / .NET (Core, Framework) for code review, debugging, and minor code fixes
- MongoDB: familiarity with troubleshooting, queries, and performance
- REST APIs: understanding of integrations and the ability to diagnose failures
- Docker and infrastructure concepts (AWS: EC2/ECS, CloudWatch, Elastic Load Balancer)
- GitHub: basic version control skills to track and apply fixes
- Knowledge of Windows and Linux architectures
- Experience with service desk / ticketing tools
- Agile methodologies (Kanban/Scrum) applied to support management
- Ability to document technical processes and support procedures
- English proficiency
- Bachelor’s degree or technology degree
- Preferred: network infrastructure and Active Directory knowledge
- Nice to have: previous experience managing a technical support team; experience with high-availability environments; ITIL certifications or formal incident management experience
Benefits:
- Salary advance
- Health insurance
- Life insurance
- Bonus
- 100% home-based / remote work
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