Support Engineer (Mid Level)

KQ RH, in partnership with a world-leading multinational company, is creating a modern technology center in Brazil, which will serve as the strategic hub to support all the company’s global units. Join this innovative team and help transform the future of technology!

Responsibilities:
• Log tickets based on end-user requests to resolve inquiries within the defined SLA.
• Perform initial investigations to identify the root cause of issues.
• Coordinate with IT Operations and Development teams based on reported problems to ensure resolution within SLA timelines.
• Create and maintain open tickets for follow-up and provide users with status updates within the timeframe specified by the SLA.
• Compile, maintain, and communicate weekly and monthly statistics to management.
• Participate in crisis meetings to ensure timely resolution of service-impacting issues and accurate communication to stakeholders.
• Opportunity to be part of a highly motivated international team of professionals.

Technical Requirements:
• Bachelor’s degree in Engineering, MCA, or an equivalent field with relevant experience.
• Professional experience in a corporate application support environment is mandatory.
• Good understanding of Windows Server and MS SQL Server concepts is required.
• Proven ability in application development or technical support, with detailed technical experience in industry-standard tools and technologies such as ASP .Net / C# / SQL / IIS / Message Queues / RESTful Services.
• Solid understanding of an IT Service Management tool to log, track, and document incidents/tickets.
• Broad technical knowledge across multiple platforms and application-level expertise over a portfolio of systems, along with a strong understanding of business strategic priorities to resolve complex issues.
• Experience with web applications hosted on IIS is preferred.
• Understanding of ITIL, SDLC, and product lifecycle methodologies is a strong advantage.
• Hands-on experience in functional support and troubleshooting of .Net-based web applications will be considered a plus.
• Experience working with European region clients will be considered a plus.

Behavioral Skills and/or Competencies:
• Excellent communication and interpersonal skills in an international environment.
• Ability to adapt and work effectively with both technical and business-oriented individuals.
• Comfortable with remote communication using a wide range of technologies (shared code, documents and forums, phone, chat, email).

Additional Information
- Location: Indaiatuba/SP
- Language: Portuguese e English
- Work Environment: Hybrid modality, with some days working onsite at the office.
- On-call availability 1 per month in the weekends