Senior Technical Support Engineer
New
BrazilFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 10+ years
- Required Skills
- OAuthAzureGrafanaRESTful APIsNetworking
Requirements
- 10+ years in senior technical support, escalation engineering, or production support for enterprise software applications.
- Proven track record owning P1/P0 escalations and guiding issues to resolution with engineering partners.
- Strong practical expertise in Azure cloud architecture concepts.
- Advanced knowledge of Microsoft Windows server and client environments.
- Solid understanding of networking fundamentals including TCP/IP, DNS, routing, and proxies.
- Familiarity with API integration troubleshooting and modern authentication patterns (OAuth/SSO).
- Demonstrated ability to interpret complex diagnostic data such as packet captures and HAR files.
- Exceptional communication skills with the ability to explain technical findings to non-technical stakeholders.
- Ability to remain calm and credible under pressure during high-stakes incidents.
- At least one current, role-relevant cloud certification (or evidence of ability to achieve within 90 days).
Responsibilities
- Act as a senior technical lead during high-severity (P1 / Sev1) customer escalations.
- Participate in live escalation bridges to provide technical diagnosis and direction.
- Provide technical truth, evidence, and risk framing to support Escalation Managers during customer and executive communications.
- Lead complex technical investigations across cloud-hosted and hybrid application architectures.
- Perform advanced diagnostics using observability platforms, application logging, and packet analysis tools.
- Bridge the gap between customer impact and engineering by collaborating with product and technology teams.
- Mentor senior engineers during live escalations and develop technical reference material for global use.
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