Kalibrate seeks a Lead Technical Engineer based in Brazil to deliver 24x7 technical support to our global client base. You will act as the first point of contact, lead critical technical investigations, and be a key escalation resource for junior engineers.

What You'll Do

Provide application support for various Kalibrate products.
Act as the primary point of contact for clients during business hours and as part of an on-call rotation.
Manage tickets using internal ITSM tools in line with ITIL framework methodologies.
Work in accordance with SLA targets.
Escalate unresolved issues to Infrastructure or Development teams.
Collaborate with teams to transition clients into support after upgrades or onboarding.
Maintain high levels of client satisfaction.
Assist in rectifying problems during high-severity incidents.
Act as a technical escalation point for more junior Technical Engineers.
Deliver technical training internally to junior team members.
Review and document technical procedure guidance.
Attend internal and external meetings as a technical representative.
Produce root cause analysis for Sev1/Massive Service Outage issues.
Handle team leadership responsibilities.

What We're Looking For

Strong, demonstrable SQL skills, with both theoretical and practical experience.
Strong Windows server knowledge.
Previous experience in a similar client-facing role within a software/technology company operating 24/7.
Understanding and working knowledge of the ITIL framework.
High-quality communication skills with the ability to adapt style to the audience.
Desire and ability to work required daytime shift patterns, including Public Holidays.

Nice to Have

Knowledge of Microsoft Azure technology, including Azure Container Instances, Azure SQL Managed Instances, Cosmos DB, and Azure IaaS/VMs.
ITIL foundation accreditation.
Knowledge of Dev Ops/Agile frameworks.