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Customer Service
Customer Support - Lead Engineer
@11 Fair, Isaac do Brasil Ltda.
[Hiring] Customer Support - Lead Engineer @11 Fair, Isaac do Brasil Ltda.
Apr 01, 2025 - 11 Fair, Isaac do Brasil Ltda. is hiring a remote Customer Support - Lead Engineer. đź’¸ Salary: unspecified. đź“ŤLocation: Brazil.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As a Customer Support Engineer, you will provide remote technical support to internal and external clients globally for both hosted and on-premise solutions by supporting our diverse product portfolio.
- Product/Customer support for global clients.
- Manage the flow of customer’s incidents via telephone, cases/incidents, and working with next level support, infrastructure teams, product teams and manage end-to-end communication with clients based on agreed SLAs.
- Triage and escalate incidents in a timely manner according to standard operating procedures.
- Act as a liaison between engineering and consulting teams to resolve incidents.
- Maintain and determine ways to improve the customer experience and always demonstrating a strong client-focus with professional communication.
- Take leadership role along with clear effective communication when working with clients to resolve issues.
- Maintaining timely, complete and accurate status data, resolving routine and complex end-user problems in assigned product areas.
- Providing technical upgrade services on these solutions, assisting colleagues involved with prospects or new client implementations.
Qualifications
- Bachelor’s degree or equivalent.
- Sound understanding in managing, handling, and troubleshooting multi-tier cloud applications/software products and on-premise solutions.
- Good customer-facing skills in general to handle phone and emails of clients.
- Good understanding about enterprise level application support and infrastructure support.
- Good knowledge on cloud platform.
- Flexible to work primarily in shifts.
- Demonstrates the ability to troubleshoot issues, disturbances, and failures in platform and systems, and work with internal and external stakeholders to restore functionality.
- Ability to prioritize and manage multiple incidents.
- Demonstrated ability to interact with diverse customer base successfully.
- Knowledge/prior exposure to Incident/Problem/Change Management.
- Understanding of ITIL framework.
- Knowledge of AWS concepts.
- Excellent written and verbal skills.
Benefits
- An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
- The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
- Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
- An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.
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| đź“Ť | Be aware of the location restriction for this remote position: Brazil |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
unspecified
|
Remote
Location
Brazil
|
|
Job Type
full-time
|
Posted
Apr 01, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Brazil |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
