What Your Day Will Look Like:
- Own the ticket lifecycle: Manage complex support cases daily across our enterprise SaaS and on-premise products, from initial triage through resolution
- Troubleshoot at depth: Diagnose issues spanning application, database, and infrastructure layers, reading logs, running SQL queries, and identifying root causes
- Meet SLA commitments: Maintain response and resolution compliance for Priority 1-4 incidents
- Contribute to knowledge base: Document solutions, create troubleshooting guides, and identify patterns that lead to product improvements
- Bridge support and engineering: Translate customer issues into actionable bug reports and feature requests
- Drive Customer Satisfaction: Your mission is to create high levels of customer satisfaction, which leads to loyalty and long-term relationships.
- Product Expertise: Provide remote technical support for Objective solutions, drawing on your up-to-date knowledge of our products and the customer environments they operate in.
- Incident Management: Professionally manage incidents, adhering to established timelines and departmental standards.
- Collaboration: Collaborate with Technical Account Managers to deliver exceptional outcomes for our customers.
Your Skills and Beyond:
- At Objective, we believe in the power of diverse perspectives. While specific skills are valuable, we value diversity and inclusivity equally. If you have some of the skills listed and a passion for learning and growing in a supportive environment, we encourage you to apply.
- Here are some of the skills we appreciate:
- Log analysis: Comfortable reading stack traces, error logs, and correlating events
- Networking fundamentals: HTTP/HTTPS, DNS, firewalls, load balancers enough to identify where problems live
- Windows Server & Webhosting: Understands service management, event logs, and basic configuration
- High degree of knowledge in Microsoft Office (Access, Excel, Advanced MS Word, Outlook)
- Hands on technical experience with Relational Database Management Systems like MySQL or SQL Server, and Microsoft operating systems (Windows Server, Windows), and familiarity with Linux (Ubuntu CLI).
- Strong written and verbal communication skills.
- Excellent customer service skills demonstrating positive outcomes for customers.
Why Join Us?
- Hybrid working to help you balance work and life.
- Extensive learning resources to build your technical skills and career.
- A fun, open plan office environment where collaboration and ideas are encouraged.
- Employee Assistance Programme (EAP) for confidential support.
- Regular social events to connect with your team.
Top Skills
What We Do
We’re formed by a team of creators, passionate about code, agile methodology and focused on sharing knowledge to generate value for our customers through digital solutions.
Discovering innovative paths in complex and strategic projects, we guarantee the quality of delivery in scale through continuous tests automation, which creates the necessary confidence for creating long-standing relationships among employees, customers and partners.
For over 20 years, we have contributed to the success of the largest telecommunications companies in Brazil with digital solutions for billing and subscribers management. And through our experience and knowledge, we expanded our offerings with a portfolio of digital solutions, consultancies and software development teams for the most varied market segments, such as manufacturing, finance, education, retail, health and utilities.
The United States unit was founded in 2017, in Chicago, allowing us to deliver the same quality, expertise and specific IT solutions to American companies.
The company belongs to the Objective Group, which includes E-TRUST, specialized in information security and Identity Management, CodeIT, which develops systems for insurance and social security and ELEFLOW with BI solutions and Big Data Analytics.
If you like challenges, learn constantly and value personal connections, join us!
Other interesting information about us you should know:
- One of the best companies to work in Paraná, Brazil, according to GPTW
- We offer one of the best remuneration in Brazilian IT market, according to Glassdoor
- Offices in Brazil (São Paulo, Maringá, Curitiba) and Chicago
- We’re a benchmark of agile development, with a case published on ‘The Scrumban [R]Evolution: Getting the Most Out of Agile, Scrum, and Lean Kanban’ book, from Ajay Reddy
