Direct message the job poster from MFS Talento HumanoTalent Acquisition | IT Recruiter and Headhunting | People Experience | Connecting Talent around the We are looking for a Technical Support Engineer, for a multinational company, with presence in 14 countries throughout America, trajectory in the Telecommunications & IT sector and the best work team.Key Responsibilities:Incident resolution according to established SLAs.Root cause analysis of product issues.Customer case handling (end customers and internal)Provide leadership during customer escalations and emergencies.Analysis of logs, metrics, pcap files, and customer scenarios.Reproducing and fixing product issues.Coordination with R&D teams to develop solutions.Conducting Baseline Verification Tests (BVT)Maintenance of product support processes.Clear documentation of solutions and issues.Additional Responsibilities:8×5 support during US Central business hours.Willingness to handle P1/P2 cases in 24×7 mode on an on-call basis.Ma...