Customer Support Engineer (Brazil Customers)

Customer Support Engineer (Brazil Customers)

Lynx Financial Crime Tech is looking for a Customer Support Engineer based in Spain.

WHY YOU SHOULD CONSIDER THIS OPPORTUNITY

Lynx Financial Crime Tech S.A., We are an AI-driven software company specializing in detecting and predicting behavioral patterns. Led by industry experts and academics, we develop and implement cutting-edge, self-learning AI technologies. Our platform excels in low latency transaction processing technologies and is available both on-premise and on the cloud.

We prioritize VISION, AGILITY, and SPEED to provide outstanding customer experiences and have built long-lasting, trustworthy relationships with some of the top financial institutions, fintechs, and commercial enterprises worldwide.

We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Lynx is proud of being an organization where there are equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation.

WHAT YOU WILL BE DOING

As a Customer Support Engineer (Brazil Customer), you will provide post-sales support to Lynx customers via phone, email, and web with special focus in the customers based in Brazil and working during the Brazil working hours but dealing also with other region customers. Regularly updating support cases to record the progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base as required. You will work to reproduce customer issues and qualify escalations.

Our Technical Support team is critical to our success and mission. As part of this team, you will enable customer success by providing technical support ensuring the software is working as expected. We fix and identify technical problems with a focus of providing outstanding customer experience.

The following are some of the key responsibilities and requirements for this role:

• Provide 24x7 (on call) Technical support to customers and partners for critical incidents.

• Provide configurations, troubleshooting and best practices to customers.

• Manage support cases ensuring issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.

• Work with engineering if needed to provide fixes and other remediation to issues.

• Provide fault isolation and root cause analysis for technical issues.

• Publish technical solutions in the knowledge Base.

• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

• Being able to identify trends and proactive mindset to avoid issues.

EXPERIENCE

• +5 years of experiences in Technical Support Roles, Technical Consulting or Information Technology.

EDUCATION

• Bachelor’s degree in computer science, Information Technology (IT) or similar STEM education.

SKILLS & KNOWLEDGE

• Excellent written and verbal communications skills.

• Fluent knowledge of English and Spanish. Portuguese will be highly valued.

• Ability to work independently, as well as contributing as a team player.

• Experience using/programming AWK/Bash Scripting

• Experience with Linux (user level)

• Experience with databases (SQL, Oracle). User level to query the database.

• Experience with Elastic Search/Kibana. Advance user level required.

• Scripting and automation in Python will be considered an added valued.

OTHER INFORMATION

• Flexible Working during the Brazil working hours:

The working hours in Spain to be able to provide support will be:

• Summer Time: Monday to Thursday from 13:30h to 23:00h with one break hour. Fridays from 15:00h to 23:00h with one break hour.

• Winter Time: Monday to Thursday from 12:30h to 22:00h with one break hour. Fridays from 14:00h to 22:00h with one break hour

• Reduced work schedule (specific weeks during the year) Monday to Friday from 17:00h to 23:00h

• Flexible Working environment (possibility to be 100% remote)

 If you want to know more about us, visit our website https://lynxtech.com/