Role Overview

Serve as Level 2 technical support for Netshow.me clients and users, assisting with the resolution of questions, incidents and technical issues related to our platforms, video services, live streams and digital solutions.
Perform technical triage of incoming requests via tickets, email, chat, WhatsApp or other support channels, identifying the probable cause, customer impact, urgency and required next steps.
Diagnose and resolve issues related to usage, configuration, access, streaming, video playback, performance, integrations and other technical topics related to the company’s services.
Reproduce issues reported by customers, collecting evidence such as screenshots, videos, URLs, timestamps, browser, device, network, encoder and player data, logs and other information necessary for analysis.
Guide customers and users with clear, concise and accessible instructions, ensuring technical communication suited to each interlocutor’s level of knowledge.
Act as a technical point of contact for the Customer Success team, assisting in qualifying questions, analyzing problems, defining next steps and advising on best practices for platform use.
Escalate to Product or Engineering only properly qualified requests, including technical context, evidence, impact, priority, reproduction steps and a preliminary analysis.
Follow up on escalated tickets, maintaining constant communication with the involved teams and ensuring visibility on status, next steps and estimated resolution timelines.
Support the technical sustainment of events, live streams and critical operations by contributing to preparation, monitoring, troubleshooting and incident response when necessary.
Log, track and update support tickets, ensuring a complete history, appropriate communication with the customer and timely case closure.
Contribute to the creation and maintenance of playbooks, internal procedures, knowledge base articles and user help center content.
Identify recurring questions, issues and improvement opportunities, consolidating technical feedback for Product, Customer Success and Engineering teams.
Participate in post-incident analyses, when applicable, contributing to root cause identification, corrective actions and improvements to support and sustainment processes.

Requirements

Established experience in technical support, sustainment, technical operations, incident management or specialized technical customer service, preferably in SaaS, technology, video, streaming, digital platforms or B2B environments.
Technical proficiency with digital platforms, web systems, live streaming, online video, players, encoders, networks, browsers, integrations, APIs, CDN, streaming protocols and basic architecture of digital services.
Advanced ability to diagnose complex technical problems, conduct structured investigations, identify probable causes, propose workarounds and correctly qualify requests for Product or Engineering.
Ability to operate in critical situations such as incidents, live events, strategic customers or outages, maintaining clarity, organization, appropriate communication and focus on resolution.
Skill to provide technical guidance to the support team and Customer Success, creating references, standards, playbooks and best practices to increase the operation’s technical autonomy.
Ability to define escalation criteria, improve the quality of tickets forwarded to Engineering and reduce the recurrence of questions or technical issues.
Experience in post-incident analyses, root cause identification, documenting learnings and defining preventive or corrective actions.
Ability to identify patterns in tickets, convert recurring issues into improvements in process, documentation, product or training, and influence internal teams based on data and evidence.
Advanced technical communication skills to interact with customers, CS, Product and Engineering, adapting language to the audience and ensuring clear alignment on impact, priority, status and next steps.
Autonomy to lead technical support initiatives, propose operational improvements, support the growth of the knowledge base and contribute to the maturity of the company’s technical support area.

Benefits

PJ (independent contractor) contract with competitive market compensation and opportunities for growth
100% remote work model
Flexible working hours
Relaxed, casual work environment
Corporate Gympass access

Netshow.me

Open Positions (1)

Sales

Technical Support Analyst, Level 2 – Senior