Technical Support Specialist
The role of a Technical Support Specialist involves delivering remote technical assistance worldwide for web-based software products used by multiple Fortune 500 companies. This position requires critical thinkers and self-directed individuals who enjoy analyzing, troubleshooting, and resolving complex problems.
Key Requirements:
* Motivation to learn, experiment, improve, and share knowledge
* Strong analytical and technical troubleshooting skills on complex problems
* Excellent written and verbal communication skills in English, Portuguese, or Spanish
* Experience with new cloud technology (Kubernetes)
Preferred Skills and Qualifications:
* Middleware experience
* LINUX/UNIX operating system knowledge
* Basic network trace reading
* JAVA thread dump troubleshooting
* LDAP, J2EE stack knowledge
* Docker knowledge
* XML, JSON, REST API knowledge
* Kubernetes on EKS, AKS, GKE knowledge
* JAVA programming knowledge
* HTML, CSS, JavaScript frameworks knowledge
* WebSphere Application Server and/or HCL Digital Experience products experience
* Enterprise database experience (DB2, Oracle, MSSQL)
* Scripting languages knowledge
Job Responsibilities:
* Remote technical support for web-based software products used by multiple Fortune 500 companies
* Americas-based customer support, including translation assistance for Latin America customers
* Customer problem management based on severity and impact
* Complex technical problem diagnosis and test scenario creation
* Potential product defect identification
* Timely and effective solution delivery
* Technical documentation and video creation for internal and external consumption
* Team environment collaboration and cross-functional team relationships
* Subject Matter Expert growth in HCL Software products and related technologies
* On-call rotation participation and potential travel to customer onsite locations
Benefits:
This position offers opportunities for professional growth and development in the field of technical support. As a Technical Support Specialist, you will be part of a dynamic team that values collaboration, innovation, and customer satisfaction.
Others:
We are committed to providing a supportive and inclusive work environment that fosters creativity, productivity, and employee well-being.