Job Title: Technical Support Analyst
Level: Junior
Working Hours: Full Time (40h/Week)
Contract: CLT (Brazil)
Location: Remote (Brazil)
Your Team 👥
You will report to our Support Team Lead and join the R&D team. On TheOrg you can view the complete structure of our organisation, including information about every team member, hiring managers and the size of each department.
Your Responsabilities ✏️
As a highly skilled and dedicated Technical Support Analyst, you will deliver exceptional service to our external clients while proactively enhancing the overall customer support process. Your expertise will be crucial in resolving complex technical issues efficiently. In this role, you’ll also collaborate closely with cross-functional teams.
Mandatory Hard Skills 🎯
- Fluent English proficiency;
- Proven experience in Tech Support, Cloud-Ops, Product Support, or equivalent experience - developers interested in working directly with customers are highly encouraged to apply;
- Experience working with Docker;
- API usage experience (including knowledge of tools like Postman, Insomnia or others);
- Familiarity with programming languages and software development;
- Good technical writing and documentation skills;
- Ability to follow technical documentation and communicate technically with customers;
- Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, and container platforms.
Desirable Hard Skills 💕
- Kubernetes and server performance monitoring tools (Prometheus, Grafana);
- Experience with Node.js;
- Experience working with databases, specifically MongoDB (performing queries and understanding the logic of DB structure);
- Experience with open source software.
Soft Skills ✨
- Passion: Genuine enthusiasm for what you do and how it contributes to our company's mission;
- Dream: Proactively seek out opportunities and challenges to achieve extraordinary results. If you're someone who takes initiative and is always striving to improve, you'll fit right in;
- Own: Take ownership of your work, set high standards for yourself, and be accountable for outcomes demonstrating a strong sense of responsibility and commitment;
- Trust: Recognizing the importance of trust and support and actively working towards a collaborative and inclusive workplace;
- Share: Communicating openly and transparently, ensures clarity and honesty in interactions.
What You'll Do 🖥️
- Troubleshoot customer issues by reproducing their environment;
- Respond to technical support inquiries via phone, email, and other channels;
- Escalate complex issues to higher-level support teams when necessary;
- Create and maintain technical documentation and knowledge base articles;
- Track product escalated issues within our issue management system;
- Suggest customer service improvements;
- Ticket management support.
Benefits ✨
Check out our handbook to dive into each of our awesome benefits! At Rocket.Chat, we have tailored base pay ranges according to work locations. This approach ensures that we can competitively and consistently compensate our employees across different geographic markets.
- While we define an initial seniority level and budget for each role, this can be adjusted during the hiring process. The selection process itself — including interviews and assessments — helps us better understand where the candidate fits within our career framework and which grade they should be positioned in.
- To ensure fairness and consistency, all applications are accepted exclusively via our Careers site. Submissions through other channels will not be taken into consideration.
About Rocket.Chat 🚀
Rocket.Chat is the world's largest open-source communications platform. Built for organizations needing more control over their communications, Rocket.Chat Secure CommsOS™ is a communication platform that unifies messaging, voice, video, AI, and mission-critical applications—ensuring uncompromising security, compliance, and operational efficiency for governments, defense, and critical infrastructure organizations operating in highly-regulated environments.
Tens of millions of users in over 150 countries and organizations such as Deutsche Bahn, the U.S. Navy and Credit Suisse trust Rocket.Chat every day to keep their communications completely private and secure. As Rocket.Chat we believe in reconnecting the world, one conversation at a time!
See yourself in that? So apply now! Check out our handbook for more information about our rocket.
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