Technical Support Consultant I (Tier 2 Support)
New
A
AccruentSoftware, SaaS
BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2-4 years
- Required Skills
- SQLRESTful APIsPostmanTechnical support
Requirements
- 2-4 years of experience in technical support, application support, product support, IT operations, or a related field.
- Experience troubleshooting multi-tier applications, including web applications, APIs, databases, and authentication systems.
- Familiarity with browser developer tools, HAR files, API testing tools (such as Postman), and log analysis or monitoring platforms.
- Understanding of IT service management practices, including incident management, problem management, and knowledge management.
- Strong analytical and problem-solving skills with the ability to investigate and resolve complex technical issues.
- Excellent written and verbal communication skills.
- Ability to collaborate effectively across technical and non-technical teams.
Responsibilities
- Investigate and resolve escalated customer incidents and service requests that require advanced troubleshooting and technical analysis.
- Analyze application logs, system configurations, APIs, integrations, authentication mechanisms, and release changes to identify root causes.
- Reproduce reported issues in test or sandbox environments to validate behavior and accelerate resolution.
- Deliver clear, accurate, and actionable solutions or workarounds to customers and internal stakeholders.
- Partner with Engineering and Product teams to address software defects, performance issues, compatibility concerns, and product enhancements.
- Document troubleshooting processes, findings, and resolutions within support systems and knowledge management tools.
- Identify recurring trends and recommend improvements to support processes, documentation, monitoring, and system reliability.
- Contribute to knowledge-sharing initiatives by creating technical documentation and supporting the development of Tier 1 support team capabilities.
- Manage escalations effectively, ensuring timely communication, ownership, and resolution.
- Participate in an on-call support rotation as required.
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