Middle Technical Application Support

We are a collective group of fearless people with a clear purpose: to empower professionals around the world through intelligent workflow automation software. Currently, more than 500 people across 7 countries work with us, remotely or in a hybrid way, to make life easier for over 3,000 companies using Pipefy in more than 180 countries. Since our founding in 2015, we have put people at the center of everything we do, so we invite you to learn more about this position and apply to be part of our team.

Job Description:

The Technical Support Senior is the main source of technical support and information to support coworkers, and Pipefy's internal and external customers, sharing knowledge and answering technical questions in layman's terms for those who need it.

Their main goal is to align, investigate, troubleshoot, resolve, and prevent team, product, and customer issues as quickly as possible ensuring satisfaction, following company strategy, and minimizing impacts.

Main Responsibilities:

- Able to provide Level 3 support to customers - resolving technical issues/errors in a live production environment and be able to correct a Bug in our product if needed;

- Automate processes and procedures and be able to suggest improvements for the entire Pipefy;

- Provide detailed and organized feedback to Engineering & Product managers regarding product problems, enhancements, and new features as requested;

- To have Business awareness to prioritize and make decisions aligned with the company strategy;

- Interact with customers and coworkers across the globe through email, technical calls, and chat;

- Balance and prioritize multiple tasks of different sizes and business importance;

- Technical training for the team and help them develop and improve technical skills, make better decisions, and take calculated risks;

- Document processes, practices, resolutions, automations, scripts, queries, and workarounds.

Requirements:

- Enjoy investigating the causes of problems, critical thinking, and problem-solving skills;

- Speak English, have strong verbal and written communication skills, and can explain IT complexities using simplified terms;

- Make data-driven decisions and positioning, and have a high degree of accountability;

- Autonomy to learn needed new skills and have proactivity and ability to develop in a dynamic environment with minimal supervision;

- Experience in IT, Web Applications, Infra, Database, and/or Monitoring systems troubleshooting;

- Able to troubleshoot in some back-end and front-end languages;

- Experience in creating advanced queries using SQL;

- Experience with RESTful and/or GraphQL APIs;

- Experience working with Linux terminal.

Benefits:

• Health and Dental Plan
• Individual Life Insurance
• Flexible Hours (in compliance with daily work hours)
• Flexible Meal/Food Allowance
• Home Office Support
• Furniture Assistance
• Psychological Support (for you or legal dependents)
• Wellhub
• Extended Maternity and Paternity Leave
• School/Nanny Allowance
• Supplemental Nutrition Assistance
• Veterinary Plan
• Birthday Day Off
• Marriage Leave (7 days)
• Bereavement Leave for Loved Ones (10 days)
• Bereavement Leave for Adoption or Pet Loss (2 days)
• Individual Funeral Assistance
• Monthly Education Support
• Payroll Loan
• Financial Consulting
• Udemy Corporate Access
• Coworking Space
• Pipefy License for up to 10 Users