* Salário: R$ 11.000 a R$ 20.000 por mês (estimado)
* O valor exibido é uma estimativa calculada com base em dados públicos e referências do mercado. Não garantimos que este seja o salário oferecido para esta vaga específica.
Área: Tecnologia da Informação
Nível: Senior
We are on the lookout for a seasoned Senior L2 Support Engineer who has built a solid track record in maintaining and supporting web applications. The successful professional will demonstrate advanced debugging capabilities, hands-on familiarity with observability platforms and APIs, plus the autonomy to drive support cases from intake to closure. Strong stakeholder communication, a sense of accountability and enthusiasm for evolving workflows through automation and AI are key to thriving in this position.
Responsibilities
- Track system notifications and react accordingly through platforms like PagerDuty and Uptrends
- Diagnose and remediate web application defects, covering browser-side and API-related failures
- Examine log files, HTTP response codes and browser console data to pinpoint underlying causes
- Own the full lifecycle of support cases, from triage through resolution and customer follow-up
- Execute API checks, validations and permission adjustments through Postman
- Partner with engineering and product groups to escalate and address intricate technical matters
- Sustain transparent, prompt and professional dialogue with end users and stakeholders
- Lead initiatives that enhance support operations, embracing automation and AI integration
- Coach junior team members and promote knowledge sharing across the support function
Requirements
- 3+ years of hands-on work in L2 technical support within web application environments
- Deep troubleshooting capability, covering browser developer tools and HTTP status codes (4xx, 5xx)
- Practical exposure to observability and alerting platforms (e.g., PagerDuty, Uptrends)
- Solid command of Postman for API verification, query execution and user administration
- Demonstrated success in owning support tickets through their entire lifecycle
- Outstanding writing and speaking abilities in professional settings
- Sharp analytical reasoning combined with effective problem-solving capacity
- Self-driven attitude paired with the ability to thrive both solo and within team environments
- English proficiency at B2 level or higher
Nice to have
- Hands-on with test automation stacks (Selenium with Java, Jenkins, GitHub, Sauce Labs)
- Foundational to mid-level understanding of AI use cases within support or QA processes
- Working knowledge of database technologies and query languages (SQL, BigQuery) alongside Elasticsearch
- Comfort working with product analytics platforms such as Mixpanel