Mellro logo
Mellro

Ative o Modo Mell.ro. Locação no automático, recebimento garantido.

Tech Support Lead

Location

Brazil

Posted

6 days ago

Salary

0

Seniority

Senior

Bachelor DegreePortugueseServiceNow

Job Description

Tech Support Lead

Mellro

• Lead the Tech Support operation, ensuring efficiency, quality and adherence to SLAs. • Design, structure and improve processes, support workflows, documentation and the knowledge base. • Monitor metrics such as backlog, SLA compliance, response time, resolution time, reopenings and productivity. • Coordinate management of critical incidents, conducting root-cause analyses and prevention plans. • Collaborate with Technology, Product and Business teams to prioritize requests and drive continuous improvement. • Define standards for support, escalation, classification and ticket closure. • Identify opportunities for automation, self-service and operational optimization. • Present metrics, risks and action plans to the executive team. • Lead the support operation and monitor the performance of service providers.

Job Requirements

  • Proven experience leading Tech Support, Service Desk, Application Support or Service Delivery operations.
  • Experience managing SLAs, incidents, backlogs, support queues and operational metrics.
  • Experience coordinating teams, partners or vendors.
  • Familiarity with tools such as ClickUp, Jira, Zendesk, ServiceNow or similar platforms.
  • Ability to work closely with Engineering and Product teams, with understanding of concepts like APIs, integrations, databases and logs.
  • Experience with process documentation and knowledge management.

Benefits

  • Flexible working hours
  • Day off
  • Wellness platform
  • Additional paid bonus days

Related Job Pages

More Full-stack Engineer Jobs

Raft logo

Senior Engineer

Raft

Accelerating agile federal innovation through open source DevSecOps, data analytics, and human-centered design.

Full TimeRemoteTeam 51-200H1B Sponsor

• Design, develop, and maintain Infrastructure as Code (IaC) supporting distributed, containerized, and cloud-native application lifecycles. • Architect, deploy, and manage Kubernetes platforms across AWS and other cloud environments. • Design, implement, and optimize secure, performant CI/CD pipelines that automate testing, security scanning, deployment, and release management. • Implement and mature GitOps workflows using modern GitOps tooling for continuous software delivery. • Deploy, configure, and support platform hosted services in support of DOW tenant application teams across multiple impact levels. • Build and maintain highly available, production-grade Kubernetes clusters while ensuring compliance with security and operational standards. • Securely provide multi-tenant access to cloud native services. • Develop automation to improve platform reliability, scalability, and operational efficiency. • Configure and maintain Kubernetes networking technologies including Calico, Cilium, or equivalent Container Network Interfaces (CNIs). • Deploy and support observability platforms using Prometheus, Grafana, Fluent Bit, Loki, Kibana, and related monitoring and logging solutions. • Collaborate with software, platform, and security engineers to integrate security throughout the development lifecycle.

Colorado + 1 moreAll locations: Colorado | Virginia
$110K - $140K / year
Full TimeRemoteTeam 11-50H1B No Sponsor

• Lead a technical team in a fully remote environment. • Develop and monitor the team's technical and professional growth. • Conduct mentoring, provide feedback, and support development plans. • Structure and improve processes to drive operational efficiency. • Identify opportunities for automation and continuous improvement. • Act as a bridge between company strategy and the team's execution. • Ensure delivery quality and alignment with clients and internal stakeholders.

Brazil
Full TimeRemoteTeam 10,001+H1B Sponsor

• Monitor the operational health of log data pipelines, SIEM platforms, infrastructure, and data feeds to ensure data is available, parsed, and normalized to support cybersecurity threat detection and investigation. • Research, evaluate, and implement data pipeline and SIEM solution upgrades and enhancements that expand cybersecurity visibility enterprise-wide. • Sustain supporting components to ensure a secure and performant environment allowing capabilities available to be leveraged to full potential. • Partner with engineering, infrastructure, and security operations peers across Danaher and all operating companies.

United States
$155K - $175K / year
Delek US logo

Staff Process Engineer, Alkylation

Delek US

We are a boutique-sized diversified downstream energy company with a range of assets, including petroleum refining and logistics. Refineries in Texas, Arkansas, and Louisiana with a combined crude capacity of 302,000 barrels per day. Logistics business owning and operating 720 miles of crude and product pipelines, a 600-mile crude oil gathering system, and storage tanks and terminals.

Full TimeRemoteTeam 1,001-5,000H1B Sponsor

• Serve as the corporate Subject Matter Expert (SME) for HF and sulfuric acid alkylation technology • Develop, maintain, and monitor unit performance indicators, benchmarking metrics, and technology health dashboards • Serve as the corporate steward and technical authority for HF and sulfuric acid alkylation process safety standards • Own and maintain corporate alkylation technology standards, operating envelopes, and critical process parameter guidance • Provide technical consultation and troubleshooting support to refinery process engineers • Lead efforts to improve alkylation unit safety, reliability, environmental performance, and economic optimization

Texas