Technical Support Engineer

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We are looking for a Technical Support Engineer , for a multinational company, with presence in 14 countries throughout America, trajectory in the Telecommunications & IT sector and the best work team.

Key Responsibilities:

• Incident resolution according to established SLAs.
• Root cause analysis of product issues.
• Customer case handling (end customers and internal)
• Provide leadership during customer escalations and emergencies.
• Analysis of logs, metrics, pcap files, and customer scenarios.
• Reproducing and fixing product issues.
• Coordination with R&D teams to develop solutions.
• Conducting Baseline Verification Tests (BVT)
• Maintenance of product support processes.
• Clear documentation o...