Technical Support Engineer

About Confidencial (Apenas para Cadastrados):

Confidencial (Apenas para Cadastrados)’s (Nasdaq: CLBT) mission is to enable its global customers to protect and save lives by enhancing digital investigations and intelligence gathering to accelerate justice in communities around the world. Confidencial (Apenas para Cadastrados)’s AI-powered Digital Investigation Platform enables customers to lawfully access, collect, analyze and share digital evidence in legally sanctioned investigations while preserving data privacy. Thousands of public safety organizations, intelligence agencies and businesses rely on Confidencial (Apenas para Cadastrados)’s digital forensic and investigative solutions—available via cloud, on-premises and hybrid deployments—to close cases faster and safeguard communities.

To learn more, visit us at www.Confidencial (Apenas para Cadastrados).com, https://investors.Confidencial (Apenas para Cadastrados).com/investors and find us on social media @Confidencial (Apenas para Cadastrados).

Confidencial (Apenas para Cadastrados) is looking for Technical Support Engineer based in Sau Paolo, with strong technical background and hands on capabilities to work closely with customers, support teams and sales managers in Confidencial (Apenas para Cadastrados).

• Provide technical troubleshooting and support for Confidencial (Apenas para Cadastrados) solutions and products through email, phone, and chat for end users and customers.
• Adhere to established SLA and KPI requirements while consistently driving high-quality support standards.
• Maintain flexibility to work variable hours based on operational needs.
• Report to the Regional Technical Support Team Leader and collaborate closely with the Global Technical Support organization.

Requirements:

• Demonstrates a high level of integrity and ownership over assigned responsibilities.
• Hands-on experience with; Windows operating systems (8, 10 ,11) and MacOS
• Deep understanding of operating systems with strong troubleshooting skills
• Computer hardware and general technology environments
• Networking fundamentals, including TCP/IP, DNS, file sharing, and drive mapping
• CRM and ticketing systems (Salesforce experience is a plus)
• Strong problem solving skills with the ability to work independently in both individual and group settings.
• Excellent written and verbal communication skills.
• Proven customer service experience with a technical focus.
• Fast learner with the ability to quickly adapt to new responsibilities and environments.
• Responsible and dependable, able to manage and multitask support cases from initial intake through resolution.
• Able to perform effectively under pressure and in stressful situations.
• Willingness to travel regionally and internationally for training or customer engagements (approximately < 5%).
• Minimum of 3 years of hands-on experience in a customer facing technical support role.

An advantage

• Knowledge and experience in cellular technology, cell phones
• Knowledge of Windows Server configuration and deployment
• Knowledge of mobile phone OS (iOS, Android…)
• Technical Certifications (e.g. CCNA, MCSA…)
• Work experience using Linux
• Knowledge of SQL, Python or Hex databases
• Experience using Confidencial (Apenas para Cadastrados) or other forensic software
• Digital Forensics/Computer Science degree

Skills & Qualities

• Demonstrate creative personal / team leadership skills with the ability to move the needle and influence positive results.
• Passionate about frontline support and committed to solving problems for others.
• Strong verbal and written communication skills.
• Proven soft skills with a focus on delivering high quality customer care and consistent follow-up.
• Able to work effectively both independently and within a team environment.
• Methodical, organized, and process oriented.
• Sets clear objectives and maintains a strong personal drive to achieve them.

Languages

• Portuguese – Native proficiency
• Spanish – Advanced proficiency
• English – Advanced proficiency

Office Location:
Sao Paulo