On Site Technical Support Engineer - Sao Paulo/Brazil

HireLatam is a premier recruitment agency that connects exceptional talent in Latin America with outstanding opportunities in the United States. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Job Title: On Site Technical Support Engineer - Sao Paulo/Brazil

Responsibilities:

• Owning and managing the end-to-end lifecycle of major incidents, ensuring timely resolution and effective stakeholder engagement.
• Coordinating and standardizing the Incident Management process across the organization to ensure efficiency and consistency.
• Leading Root Cause Analysis (RCA) and follow-up actions to prevent future incidents and improve system stability.
• Defining and escalating relevant issues to Problem Management for deeper investigation and resolution.
• Developing, maintaining, and enhancing incident response playbooks and documentation.
• Ensuring clear and proactive communication with key stakeholders throughout the incident lifecycle.
• Analyzing incident trends and patterns to identify areas for improvement and risk mitigation.
• Facilitating post-mortems and implementing best practices to strengthen system resilience.
• Ensuring compliance with EU regulations, including DORA (Digital Operational Resilience Act) and NIS2 (Network and Information Security Directive 2).
• Managing various types of Critical Incidents, Business Emergencies, Regulatory Breaches, and GDPR-related issues.
• Assuring that preventative measures and corrective action items are implemented to avoid incident recurrence.
• Continuously assessing and optimizing the Critical Incident Management process to ensure it remains fit for purpose.
• Working closely with different teams to identify solutions and support high service quality.
• Supporting DevOps teams by providing technical input and incident triage assistance.
• Actively participating in the change management process, contributing insights on potential risks and incident impact mitigation.

Qualifications, Skills and Key Competencies:

• Proven experience in Major Incident Management, IT Service Management (ITSM), or a similar role.
• Strong understanding of incident response frameworks, problem management, and root cause analysis (RCA) methodologies.
• Familiarity with regulatory compliance standards, particularly DORA, NIS2, and GDPR.
• Excellent communication and stakeholder management skills, with the ability to convey technical issues in a business-friendly manner.
• Experience managing incidents in a highly regulated industry (e.g., finance, telecommunications, healthcare).
• Ability to work under pressure, make critical decisions quickly, and drive resolution in complex environments.
• Proficiency in ITSM and monitoring platforms (e.g., Jira, Opsgenie, Grafana, etc.).
• Strong analytical and problem-solving skills, with a data-driven approach to continuous improvement.
• Experience working with DevOps teams to support technical troubleshooting and triage.
• Knowledge of Change Management processes.
• ITIL certification (preferred) or equivalent experience in IT service operations.

Bonus Points:

• Trilingual in English/Spanish/Portuguese
• Previous experience working for a global technology company

Benefits:

• Stock options that ensure you share in company success
• Learning and Development and Health & Sports budgets that you are free to tailor to your own needs
• Medical insurance to ensure you're feeling great physically and mentally
• Meal voucher (40 BRL/working day)
• 1 day off per year for volunteering activities

We are an Equal Opportunities employer committed to a diverse and representative team. Different opinions, perspectives and personalities push us forward. We want to hear from people who are passionate about their work and align with our values. Regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability. We also know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates - so rest assured, whoever you are, we want to hear from you!

Please be informed that in the final stage of the recruitment process we may request you to go through identity verification.