L1/L2 Technical Support

Workana is the largest remote work platform for talents in Latin America. Our new segment Workana Premium focuses on matching the most exceptional professionals with leading and innovative companies around the globe. Enjoy competitive compensation, dedicated support, and the flexibility of remote work within a dynamic environment that fosters collaboration and professional advancement.

We are proud to present you with the following opportunity.

Our client envisions a future where digital finance and modern payment systems are seamlessly integrated, accessible, and secure for every business.

One of their products is a highly scalable platform that seamlessly integrates with any enterprise's system to support its unique workflows and processes. Advanced connectors and a flexible framework enable efficient data mapping and smooth transitions across diverse systems and protocols.

Their vision for the product is to establish it as the central hub for simplifying and streamlining the management of financial messaging across a diverse set of networks, fostering greater efficiency and seamless communication across the financial ecosystem. It is designed to empower financial institutions, market infrastructures, and corporate entities by enabling them to manage, route, and reconcile financial messages over both SWIFT and non-SWIFT networks, creating a unified solution for global financial communication.

Responsibilities:

• Ensure continuous service availability, meeting and exceeding Service Level Agreements (SLAs)
• Monitor and manage incidents and other requests using the Jira Service Desk, ensuring efficient ticket flow and resolution
• Collaborate with various technical teams, including Integration engineers, DevOps, and Development teams for escalations, root cause analyses, and problem management
• Develop and maintain technical documentation such as Runbooks, operational procedures, wiki knowledge base, and articles
• Engage in different installation, configuration, and technical troubleshooting activities, pushing the boundaries of traditional support roles

Requirements

Technical skills

• Proven experience in technical support roles such as Application Engineer or Technical Support Engineer
• Familiarity with ITIL concepts, including Incident, Problem, and Event Management
• Proficient in Windows administration or Linux operations, with hands-on experience in the Linux command line
• Familiarity with containers, Docker, or Kubernetes is an advantage
• Understanding of networking principles, and data formats such as XML, and JSON
• Experience with databases (PostgreSQL Oracle) is desirable
• Familiarity with security concepts, including OAuth 2.0, SSL, and TLS encryption protocols
• Understanding of how APIs function
• Awareness of messaging queue concepts, e.g. RabbitMQ or similar technologies would be a plus

Soft skills

• Highly self-motivated and proactive, with a track record of taking initiative in challenging projects
• Flexibility to adapt to potential schedule changes in response to new clients and project expansion
• English proficiency is required for effective collaboration with customers
• Fluency in Spanish is required