Eseye empowers businesses to embrace IoT without limits. We help them to visualise the impossible and bring those solutions to life through innovative IoT cellular connectivity solutions that enable our customers to drive up business value, deploy differentiated experiences and disrupt their markets.
Our pioneering IoT cellular connectivity solutions, versatile hardware, technical consultancy and round-the-clock support allows businesses to overcome the complexity of IoT design, development and deployment. We guide them every step of the way, so they can move forward with IoT projects without the fear of getting it wrong. Supported by our unique AnyNet Secure® SIM technology, Connectivity Management Platform and a powerful partner ecosystem, we help more than 2,000 customers to seamlessly connect millions of devices across 190 countries, agnostic to over 700 available global networks.
At Eseye, we are on the cutting edge of IoT innovation, providing seamless connectivity solutions that empower businesses worldwide. We're seeking a motivated Support Analyst to join our fast-growing technical team based at our Brazil office. You will be responsible for investigating issues, providing initial triage, ensuring timely resolution in accordance with agreed Service Level Agreements (SLAs), and helping to minimise business disruptions for our customers across the globe. This role reports to the Global Support Manager and requires close collaboration with Customer Success and Service Deployment teams.
This is an excellent opportunity for someone with 2+ years’ experience eager to develop their career in a dynamic and technology-driven environment. If you are motivated by problem-solving, have a keen interest in IoT and IT systems, and are excited to learn new technologies, this role offers a fantastic platform for growth. The position offers a hybrid working model, combining time in the office with remote work.
Key responsibilities:
•Take ownership of incidents reported from Eseye Customers through our service desk interfaces and delivery to agreed SLA’s.
•Provide a level of technical triage and analysis for incidents reported from Eseye Customers through our service desk interfaces.
•Work with the service deployment and customer success teams to ensure a successful resolution to customer incidents.
•Responsible for escalation of incidents and managing through to the Level 2 support team.
•Responsible for a level of technical administrative functions to ensure customer service is delivered.
•Must ensure that all work is carried out in compliance with our Information Security Management System (ISO27001).
•Responsible for maintaining an appropriate knowledge base, for the solutions to problems that will assist and support other Service Desk team members.
•Responsible for the monitoring of automated alerts and the implementation of appropriate mitigation and escalation.
Essential
•Languages: Native/fluent Portuguese + Advanced English
•Degree level Computer Science, Engineering or equivalent.
•Some experience working in Technical Customer Services or Technical Systems Support.
•An understanding of SLA management processes and ticket systems.
•Experience working in technical support teams, ideally in a Telecoms or communications environment.
•Working knowledge of fundamental networking concepts.
•Good experience in MYSQL (or equivalent) technologies and be capable of navigating and manipulating data within relational databases.
•Experience with network packet analysis tools such as Wireshark or equivalent.
•Excellent written and verbal communication skills, with an ability to articulate complex matters at the right level.
•Strong user experience with key applications within the Microsoft Office suite especially excel.
•The ability to resolve problems, understand complex situations and most importantly, a desire to deliver a high level of customer service.
Desired:
•Knowledge of GSM/LTE cellular networks or working within a Mobile Network Operator Technical Services environment.
•Experience in customer facing positions.
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