At Eseye, we are on the cutting edge of IoT innovation, providing seamless connectivity solutions that empower businesses worldwide. We're seeking a motivated Support Analyst to join our fast-growing technical team based at our Brazil office. You will be responsible for investigating issues, providing initial triage, ensuring timely resolution in accordance with agreed Service Level Agreements (SLAs), and helping to minimise business disruptions for our customers across the globe. This role reports to the Global Support Manager and requires close collaboration with Customer Success and Service Deployment teams.

This is an excellent opportunity for someone with 2+ years' experience eager to develop their career in a dynamic and technology-driven environment. If you are motivated by problem-solving, have a keen interest in IoT and IT systems, and are excited to learn new technologies, this role offers a fantastic platform for growth. The position offers a hybrid working model, combining time in the office with remote work.

Key responsibilities:

• Take ownership of incidents reported from Eseye Customers through our service desk interfaces and delivery to agreed SLAs.
• Provide a level of technical triage and analysis for incidents reported from Eseye Customers through our service desk interfaces.
• Work with the service deployment and customer success teams to ensure a successful resolution to customer incidents.
• Responsible for escalation of incidents and managing through to the Level 2 support team.
• Responsible for a level of technical administrative functions to ensure customer service is delivered.
• Must ensure that all work is carried out in compliance with our Information Security Management System (ISO27001).
• Responsible for maintaining an appropriate knowledge base, for the solutions to problems that will assist and support other Service Desk team members.
• Responsible for the monitoring of automated alerts and the implementation of appropriate mitigation and escalation.