Technical Leader for Service Desk at C&A leading support teams in Brazil. Focusing on process execution and quality improvement in a dynamic retail environment.
About the role
- Product Support Engineer at Ekimetrics providing technical support for AI-powered solutions. Collaborating with global teams and overseeing production environments for core applications.
Responsibilities
- Provide L1/L2 support for core applications and as‑code components used within the US region.
- Diagnose issues across the full technical stack, frontend, backend, data, cloud infrastructure, and monitoring layers.
- Interact with internal users to understand issues, reproduce scenarios, and drive toward resolution.
- Access and operate within US client production environments while following strict security, compliance, and operational protocols.
- Use the full tech stack (e.g., Kubernetes, Node.js, MongoDB, Angular, RabbitMQ) to identify root causes and escalate to the appropriate engineering teams when necessary.
- Maintain and improve support processes and documentation, building on best practices established globally.
- Partner with Platform Engineering teams to enhance system reliability, scalability, observability, and resource efficiency.
- Troubleshot platform level issues such as pod behavior, resource limits, memory configuration, and deployment workflows.
- Contribute to reducing recurring incidents through proactive improvements in tooling, automation, and platform behavior.
- Collaborate with global engineering teams to ensure alignment across regions.
- Serve as a key technical partner to US delivery teams, helping triage issues and ensuring smooth operations.
- Coordinate with global teams in France and other regions to share learnings, escalate product-level bugs, and contribute to continuous improvement across the engineering organization.
- Work closely with platform and cloud engineering to ensure high performance and resilience across production environments.
Requirements
- Bachelor’s or Master’s degree in Computer science, Engineering, Information Systems, or equivalent practical experience.
- 3 – 5 years of product support and cloud experience.
- Familiarity with software engineering, cloud & platform engineering (Kubernetes, Redis, Helm charts, ArgoCD), and tracking tools (Jira & Jira Service Management, Compass, New Relic).
- Demonstrated ability to investigate platform behavior, troubleshoot across the stack, and identify root causes in production environments.
- Skilled in diagnosing complex technical issues, even without coding.
- Leverages strong organizational and incident-management capabilities to prioritize, track, and resolve problems.
- Experienced in collaborating effectively with globally distributed teams to drive issue resolution.
- Strong communicator able to translate technical concepts into clear, actionable guidance for internal stakeholders, maintaining a customer-satisfaction mindset even without direct client interaction.
- French language fluency a bonus but not necessary.
Benefits
- A comprehensive benefits package
- Generous bonus package
- Dynamic promotions and salary structure
- The Eki.Academy training catalog
- Close-knit team with bi-monthly team events
- Client exposure up to the executive level
- Modern office just off Wall Street with best-in-class amenities
- An emphasis on work-life-balance and 20 days of PTO with 11 annual holidays in a flexible hybrid work environment
- Opportunities for international mobility across our four other offices in Paris, London, Hong Kong, and Shanghai
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