Customer Support Engineer (Brazil Customers) - Country: Spain
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. 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.
We embrace a strong risk culture, and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.
Our mission is to help more people and businesses prosper. We are proud to be an organization that offers 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, with a special focus on customers based in Brazil and working during Brazilian hours while also assisting customers from 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 reproduce customer issues and qualify escalations.
Our Technical Support team is critical to our success and mission. As part of this team, you will enable customer success by providing technical support to ensure the software is functioning as expected. We fix and identify technical problems with a focus on providing an 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 in English and Spanish; Portuguese will be highly valued.
* Ability to work independently and contribute as a team player.
* Experience using/programming AWK/Bash Scripting.
* Experience with Linux (user level).
* Experience with databases (SQL, Oracle); user level to query the database.
* Experience with Elastic Search/Kibana; advanced user level required.
* Scripting and automation in Python will be considered an added value.
OTHER INFORMATION
Flexible working hours during Brazilian working hours:
Summer Time: Monday to Thursday from 13:30 to 23:00 with one hour break. Fridays from 15:00 to 23:00 with one hour break.
Winter Time: Monday to Thursday from 12:30 to 22:00 with one hour break. Fridays from 14:00 to 22:00 with one hour break.
Reduced work schedule (specific weeks during the year) Monday to Friday from 17:00 to 23:00.
Flexible working environment (possibility to be 100% remote).
If you want to know more about us, visit our website:
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