On Site Technical Support Engineer - Sao Paulo/Brazil

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Job Title:
On Site Technical Support Engineer - Sao Paulo/BrazilLocation:
Sao Paulo - On Site Position Type:
Full-time Salary:
R$9,000 - 13,000 based on experience Schedule:
Monday - Friday, 8:
00am - 4:
30pm Local Time but needs to be flexible for 'on call' shift every 24 days Job Overview:
Our client is a leading identity verification platform that partners with innovative, growth-driven organizations worldwide to conveniently verify and safeguard users globally.
By supporting a vast range of identity documents from nearly every country and territory, they empower businesses and individuals to build a safer and more secure online world.
With a diverse global team and offices in the United States, United Kingdom, Spain, and Estonia, along with strong backing from prominent investors like Accel, Alkeon, IVP, Tiger Capital, and Y Combinator, they are committed to being the benchmark for online trust and a positive force in the digital landscape.
Our client is hiring a Technical Support Engineer for its São Paulo office in Brazil.
As a Technical Support Engineer, you will solve the hardest problems that our customer-facing teams have to escalate.
Ultimately, you will be a person that their customers trust-they will rely on you to provide timely and accurate solutions to their technical and integration problems.
Hence, if you're naturally a helper, enjoy assisting people with technical issues, and can explain technical details in a simple way, we'd like to meet you! Responsibilities:
Owning and managing the end-to-end lifecycle of major incidents, ensuring timely resolution and effective stakeholder engagement.
Coordinating and standardizing the Incident Management process across the organization to ensure efficiency and consistency.
Leading Root Cause Analysis (RCA) and follow-up actions to prevent future incidents and improve system stability.
Defining and escalating relevant issues to Problem Management for deeper investigation and resolution.
Developing, maintaining, and enhancing incident response playbooks and documentation.
Ensuring clear and proactive communication with key stakeholders throughout the incident lifecycle.
Analyzing incident trends and patterns to identify areas for improvement and risk mitigation.
Facilitating post-mortems and implementing best practices to strengthen system resilience.
Ensuring compliance with EU regulations, including DORA (Digital Operational Resilience Act) and NIS2 (Network and Information Security Directive 2).
Managing various types of Critical Incidents, Business Emergencies, Regulatory Breaches, and GDPR-related issues.
Assuring that preventative measures and corrective action items are implemented to avoid incident recurrence.
Continuously assessing and optimizing the Critical Incident Management process to ensure it remains fit for purpose.
Working closely with different teams to identify solutions and support high service quality.
Supporting DevOps teams by providing technical input and incident triage assistance.
Actively participating in the change management process, contributing insights on potential risks and incident impact mitigation.
Qualifications, Skills and Key Competencies:
Proven experience in Major Incident Management, IT Service Management (ITSM), Tech Support, Customer Support or similar roles.
Experience providing technical support and handling level 3 escalated issues.
Experience providing technical and customer support for international teams is preferred.
Strong understanding of incident response frameworks, problem management, and root cause analysis (RCA) methodologies.
Familiarity with regulatory compliance standards, particularly DORA, NIS2, and GDPR.
Excellent communication and stakeholder management skills, with the ability to convey technical issues in a business-friendly manner.
Experience managing incidents in a highly regulated industry (e.
g.
, finance, telecommunications, healthcare).
Ability to work under pressure, make critical decisions quickly, and drive resolution in complex environments.
Proficiency in ITSM and monitoring platforms (e.
, Jira, Opsgenie, Grafana, etc.
).
Strong analytical and problem-solving skills, with a data-driven approach to continuous improvement.
Experience working with DevOps teams to support technical troubleshooting and triage.
Knowledge of Change Management processes.
ITIL certification (preferred) or equivalent experience in IT service operations.
Bonus Points:
Trilingual in English/Spanish/Portuguese (nice-to-have)Previous experience working for a global technology company Benefits:
When you join our client's team, they offer you the opportunity to have a real impact and advance your career, while looking after you along the way with a range of benefits designed with you in mind.
Some of their favorites include.
Stock options that ensure you share in company successLearning and Development and Health & Sports budgets that you are free to tailor to your own needsMedical insurance to ensure you're feeling great physically and mentallyMeal voucher (40 BRL/working day)1 day off per year for volunteering activities We are an Equal Opportunities employer committed to a diverse and representative team.
Different opinions, perspectives and personalities push us forward.
We want to hear from people who are passionate about their work and align with our values.
Regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability.
We also know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates - so rest assured, whoever you are, we want to hear from you! Please be informed that in the final stage of the recruitment process we may request you to go through identity verification.