Customer Support Engineer (Brazil Customers) Lynx Financial Crime Tech is looking for a Customer Support Engineer based in Spain.
WHY YOU SHOULD CONSIDER THIS OPPORTUNITY
Lynx Financial Crime Tech S.A is an AI-driven software company specializing in detecting and predicting behavioral patterns. We develop and implement cutting-edge, self-learning AI technologies. Our platform excels in low latency transaction processing technologies and is available both on-premise and on the cloud.
We prioritize VISION , AGILITY , and SPEED to provide outstanding customer experiences and have built long-lasting, trustworthy relationships with top financial institutions, fintechs, and commercial enterprises worldwide.
Our mission is to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.
Lynx is proud to be an organization where there are equal opportunities regardless of age, gender, disability, civil status, race, religion, or sexual orientation.
WHAT YOU WILL BE DOING
As a Customer Support Engineer (Brazil Customer) , you will provide post-sales support to Lynx customers via phone, email, and web, focusing on customers based in Brazil while also dealing with other regions. You will regularly update support cases to record the progress of calls in the call tracking system and document technical solutions and product information in the knowledge base as required. You will work to reproduce customer issues and qualify escalations.
Our Technical Support team is critical to our success. As part of this team, you will enable customer success by providing technical support, ensuring the software is working as expected. We fix and identify technical problems with a focus on providing outstanding customer experience.
Key Responsibilities:
Provide 24x7 (on call) Technical support to customers and partners for critical incidents.
Provide configurations, troubleshooting, and best practices to customers.
Manage support cases ensuring issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.
Work with engineering if needed to provide fixes and other remediation to issues.
Provide fault isolation and root cause analysis for technical issues.
Publish technical solutions in the knowledge base.
Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Identify trends and maintain a proactive mindset to avoid issues.
EXPERIENCE
5+ years of experience in Technical Support Roles, Technical Consulting, or Information Technology.
EDUCATION
Bachelor's degree in computer science, Information Technology (IT), or similar STEM education.
SKILLS & KNOWLEDGE
Excellent written and verbal communication skills.
Fluent knowledge of English and Spanish; Portuguese is highly valued.
Ability to work independently and as a team player.
Experience using/programming AWK/Bash Scripting.
Experience with Linux (user level).
Experience with databases (SQL, Oracle) at a user level to query the database.
Experience with Elastic Search/Kibana at an advanced user level.
Scripting and automation in Python will be considered an added value.
OTHER INFORMATION
Flexible Working during Brazil working hours:
The working hours in Spain to provide support will be:
Summer Time: Monday to Thursday from 13:30h to 23:00h with one break hour. Fridays from 15:00h to 23:00h with one break hour.
Winter Time: Monday to Thursday from 12:30h to 22:00h with one break hour. Fridays from 14:00h to 22:00h with one break hour.
Reduced work schedule (specific weeks during the year) Monday to Friday from 17:00h to 23:00h.
Flexible Working environment (possibility to be 100% remote).
If you want to know more about us, visit our website https://lynxtech.com/
Our work touches 140 million lives every day. By innovating, sharing our experiences, and adapting to new challenges, even your smallest action will have a massive impact.
#J-18808-Ljbffr