OVERVIEW
We are seeking a talented Technical Support/Development Engineer to join our global team. This role combines hands-on technical expertise with strong communication skills, requiring fluency in Portuguese, English, and Spanish to support our diverse client base. The ideal candidate will bring experience in application support or software development, with a strong foundation in object-oriented programming, cloud platforms, and system administration, while having the ability to troubleshoot complex technical issues and collaborate effectively across teams.
RESPONSIBILITIES
- Provide advanced technical support and troubleshooting across multiple platforms using remote administration tools (SSH, SNMP, WMI, PowerShell) to resolve complex client issues
- Develop and maintain Java-based applications while working with server-side JavaScript, Unix Shell, and Windows scripting to enhance system functionality
- Manage and optimize cloud infrastructure across AWS, Azure, and VMware environments, including the creation and maintenance of infrastructure templates (ARM, CFT)
- Monitor and analyze network protocols (HTTP, TCP, FTP/SFTP, SOAP, REST) and perform advanced network diagnostics using tools like Wireshark and Traceroute
- Design and implement database solutions while ensuring optimal performance and data integrity
- Lead ITOM initiatives and maintain CMDB systems according to ITIL best practices
- Conduct root cause analysis for complex technical issues and develop comprehensive solutions
- Create and maintain technical documentation in Portuguese, English, and Spanish for global knowledge base management
- Manage incident response processes, including defect tracking and escalation procedures
- Collaborate with the ServiceNow platform team on Asset Management, Orchestration, Discovery, and Service Mapping initiatives
- Provide web development support and maintenance as needed
- Participate in cross-functional teams to drive continuous improvement of our SaaS offerings
QUALIFICATIONS
- 2+ years of related experience within either application technical support or software development environment.
- Bachelor’s degree in Computer Science or related field (or equivalent degree and experience)
- Candidates will lesser experience will be considered for appropriate roles.
- Proficiency in Portuguese, English, and Spanish is required, encompassing fluent abilities in reading, writing, and speaking.
- Understanding of remote administration via SSH, SNMP, WMI, Powershell
- Solid understanding of object-oriented programming skills (Java strongly preferred)
- Ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting and Windows scripting
- Familiarity with AWS, Azure, VMWare, Amazon EC2 including appropriate template types (ARM templates, CFT)
- Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST
- Experience with troubleshooting tools such as Wireshark, Traceroute
- Understanding of SNMP traps and MIBs/OIDs
- Good understanding of database concepts.
- A fundamental understanding of ITOM, CMDB and ITIL business process
- Strong troubleshooting/root cause isolation skills
- Demonstrated creative problem-solving approach and strong analytical skills
- Must be proficient with analyzing log files and standard debugging concept.
- Experience providing web development support is highly desirable.
- Familiarity with tools & practices of the trade such as incident management, knowledge base, defect & escalation management.
- Excellent communication skills (verbal and written).
PREFERRED SKILLS
- Previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, Mid Server, BSM Map & Service Mapping)
- Understanding of JavaScript.
- Familiarity with Eclipse IDE.
- Previous experience in software development(or) software consulting.
- Experience providing SaaS support is desirable.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.