• Provide technical support and troubleshooting via telephone, ticketing systems, and chat, handling more complex and escalated issues • Develop deep subject matter expertise in core technologies and multiple specialized technology areas • Maintain ownership of assigned incidents from initial report through resolution, ensuring thorough communication and timely updates • Educate customers on software functionalities, best practices, and product updates • Identify, document, and report software issues, design concerns, and reliability challenges to appropriate internal teams • Act as a resource for junior support engineers, providing guidance and mentorship • Participate in team meetings, contribute to knowledge base documentation, and support continuous improvement initiatives • Assist with special projects and other duties as assigned

• Architect, design, development and oversee development of Java-based enterprise and cloud-native applications. • Define and implement macro & microservices architecture, ensuring scalability, resilience, and maintainability. • Lead modernization initiatives, migrating legacy Java applications to containerized and Kubernetes-based environments. • Collaborate with DevOps teams to design CI/CD pipelines for automated build, test, and deployment using tools like Jenkins, ArgoCD, or GitHub Actions. • Establish coding standards, technical guidelines, and architectural governance. • Evaluate new technologies, frameworks, and tools to continuously improve platform reliability and performance. • Troubleshoot and optimize application performance across distributed systems. • Mentor development teams on Java, Spring Boot, Docker, and Kubernetes best practices. • Ensure compliance with enterprise security and architecture standards. • Engage in capacity planning, scalability assessments, and production readiness reviews.

• Help small businesses and Non-Profit organizations with a wide range of technology solutions. • Provide outsource IT support to clients in the Austin metro. • Perform routine end-user support and respond to service calls. • Assist with virus cleanup, data recovery, and migration to the Cloud. • Handle cabling projects and support clients with networking needs. • Collaborate with vendor's technical support to resolve issues. • Maintain client relationship and support staff effectively.

• Atendimento de suporte técnico N1 (telefone, chat, e-mail ou presencial) • Registro e acompanhamento de chamados em ferramenta ITSM • Suporte a hardware (desktops, notebooks, impressoras e periféricos) • Instalação e configuração de sistemas operacionais e softwares • Suporte a Microsoft 365 / Google Workspace • Gestão de acessos (reset de senha, criação de usuários e e-mail) • Apoio em redes básicas (Wi-Fi, VPN, TCP/IP, DNS e DHCP) • Escalonamento de chamados quando necessário • Cumprimento de SLA e organização de prioridades • Documentação de atendimentos e soluções