Technical Support Specialist

São Paulo, Brazil
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ABOUT ACCRUENT

At Accruent (a subsidiary or affiliate of Fortive Coporation), we strive to be on the cutting edge of the software world, providing purpose-built intelligent solutions that raise customer expectations, shift paradigms and transform the way businesses operate and achieve success.

We aim to provide the same transformational growth for our 1,000+ employees which includes a vibrant office culture in major cities like Austin, London, and Amsterdam – and 10,000 customers in more than 150 countries – we know you’ll gain new experiences along the way. In our continued effort to help our teams Grow Without Limits, we provide all employees with the resources, coaching and support they need to reach new heights and experience true professional and personal development – and we do this because we believe it will help us grow as a global company in return.

Every person can bring something incredible to the table, and we can always achieve more together. So, if you are courageous, adaptable, collaborative and interested in becoming the best you, we encourage you to join us for the ride – even if you don’t believe you have the exact experience to fill a particular role.

Explore the path. Join Accruent.

Accruent is an Equal Opportunity, Affirmative Action employer. We believe diversity of perspectives and experiences guarantee a differentiated work environment, based on respect and valuing differences. All people whom apply for our opportunities are considered without distinction.

ABOUT FORTIVE

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference. At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone. At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

Our Support Team

The Technical Support Specialist (TSS) is responsible for providing technical support for Accruent’s Enterprise Solutions and is a point of escalation for support issues.  Responsibilities include working with internal and external customers to troubleshoot, document, identify root cause, and resolve technical problems. The TSS I will need to have an understanding of each piece of the technical stack from the hardware layer to the application code.

The ideal candidate will be highly motivated and have a passion for technology, customers, and problem solving. If you are self-driven, enjoy working in a team environment, have a pioneering spirit and enjoy helping others be successful, Accruent may be a fit for you.

How you'll make a difference

  • Maintain a working knowledge of Accruent-supported products and technologies.
  • Act as technical resource for Software Support Teams.
  • Identify, document, confirm product defects.
  • Work with all levels of support to document resolutions and continually drive first call/first touch resolution.
  • Interact with customers, partners, field teams, and software developers to provide technical advice and assistance and define requirements.
  • Prioritize, research, troubleshoot, and resolve escalated technical issues. As needed, identify workarounds and communicate to customers.
  • Troubleshoot and analyze databases, application servers and new technologies.
  • Participate in root-cause analyses, communicate options for resolution and provide recommendations to customer-facing technical problems.
  • Contribute to documentation of technology best practices.
  • Ensure the Support team is proactive in pursuit of new solutions and efficiencies within our technology practice.
  • Develop relationships with large/enterprise customers while managing prioritization of backlog for these customers.

You'll stand out if you

  • Have an excellent written and oral English communication skills to a variety of audiences at different levels and with different backgrounds.
  • Works well in a team environment, as well as independently.
  • Enjoys and excels at problem solving and assisting others.
  • Have strong troubleshooting and problem solving skills.
  • Have an ability to express and understand complex technical concepts.
  • Have experience with the various portions of an enterprise software solution’s technical stack and the technology products used in them, such as: Database (ORACLE or MSSQL, PLSQL, DML/DDL, backup/restore, complex queries and mass updates).

Preferred skills/experience:

  • Networking and Authentication (Network topology, firewall, troubleshoot connections, performance, SSO and SSL).
  • MS Server 2016+  (IIS, performance, resource monitoring, event viewer, maintenance and security).
  • MS SQL Server 2016 + (SSMS, T-SQL, backup/restore, complex queries, mass updates, security permissions, SQL Agent).
  • REST and GraphQL APIs.

Benefits

  • Competitive salary package
  • Annual Bonus
  • Meal Vouchers - Ticket Refeição
  • Life Insurance
  • Health and Dental Plan - extended to your partner and children without any discount.
  • Mentorship and Leadership Program

Data Protection Policy

The data entered in the selection process form is confidential and stored in a secure environment. We take appropriate technical and administrative measures to protect your data.

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