Technical Support Engineer providing support for FortiGate and FortiAuthenticator. Collaborating with customers to resolve technical issues and ensure optimal product performance.
About the role
- Customer Support Technician providing assistance to legal clients through various platforms. Working in a hybrid model at a leading software company in Brazil.
Responsibilities
- Assist clients via phone, email, the SisconWeb tool and other support management platforms to clarify questions about system usage.
- Reproduce system incidents before forwarding them to the development/correction team.
- Identify and resolve issues, documenting them clearly.
- Ensure clients' prioritization requests are handled.
- Provide estimated delivery times for support actions/fixes (frequent feedback to the client).
- Track support requests from opening through closure (client sign-off).
- Ensure Service Level Agreement (SLA) compliance.
- Route implementation and enhancement requests after triaging the demand.
- Deploy and configure the Benner environment at client sites.
- Log time spent on support activities.
- Propose improvements to the support process.
Requirements
- Experience in system support is a plus.
- Knowledge of SQL.
- Knowledge of cloud technologies.
- Strong spoken and written communication skills in Portuguese.
- Ability to work well in a team.
Benefits
- Meal and food allowance (vouchers).
- Health and dental insurance.
- Transportation allowance.
- Daily breakfast provided.
- Free parking.
- Life insurance.
- Birthday day off.
- Corporate university (learning and development programs).
- Certification incentives (additional bonus).
- Support allowances: education, marriage, childcare, maternity/paternity.
- TotalPass.
- Maternity/paternity package: hospital discharge kit for the newborn.
- Fresh fruit three times per week.
- On-site convenience store (Mercadinho da Confiança).
- Hybrid work model.
- Partnership with Prisma Psicologia: exclusive pricing for psychotherapy sessions for employees and dependents.
- Profit-sharing/performance bonus (PPR).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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