Contractor L1/L2 Technical Support

Workana is the largest remote work platform for talents in Latin America. Our new segment Workana Premium focuses on matching the most exceptional professionals with leading and innovative companies around the globe. Enjoy competitive compensation, dedicated support, and the flexibility of remote work within a dynamic environment that fosters collaboration and professional advancement.

About Our Client:

Our client envisions a future where digital finance and modern payment systems are seamlessly integrated, accessible, and secure for every business.

Responsibilities:

• Ensure continuous service availability, meeting and exceeding Service Level Agreements (SLAs)
• Monitor and manage incidents and other requests using the Jira Service Desk, ensuring efficient ticket flow and resolution
• Collaborate with various technical teams, including Integration engineers, DevOps, and Development teams for escalations, root cause analyses, and problem management
• Develop and maintain technical documentation such as Runbooks, operational procedures, wiki knowledge base, and articles
• Engage in different installation, configuration, and technical troubleshooting activities, pushing the boundaries of traditional support roles

Requirements:

Technical skills

• Proven experience in technical support roles such as Application Engineer or Technical Support Engineer
• Familiarity with ITIL concepts, including Incident, Problem, and Event Management
• Proficient in Windows administration or Linux operations, with hands-on experience in the Linux command line
• Familiarity with containers, Docker, or Kubernetes is an advantage
• Understanding of networking principles, and data formats such as XML, and JSON
• Experience with databases (PostgreSQL Oracle) is desirable
• Familiarity with security concepts, including OAuth 2.0, SSL, and TLS encryption protocols
• Understanding of how APIs function
• Awareness of messaging queue concepts, e.g. RabbitMQ or similar technologies would be a plus

Soft skills

• Highly self-motivated and proactive, with a track record of taking initiative in challenging projects
• Flexibility to adapt to potential schedule changes in response to new clients and project expansion
• English proficiency is required for effective collaboration with customers
• Fluency in Spanish is required

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