Technical Support Analyst, Level 2 – Senior

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