Technical Support Engineer

Description

Job Summary: Provide technical support for Unico's products, focusing on diagnosis, analysis, and resolution of issues, while leading support cases and training the team. Key Highlights: 1. Acting as a technical leader, serving as a reference and training the team. 2. Leading technical meetings and war rooms to resolve support cases. 3. A relaxed, collaborative environment with opportunities for professional development. Unico is the world’s largest identity verification network and a cornerstone of trust in the digital society. Leveraging facial biometrics, machine learning, and enhanced security layers, we authenticate with 100% certainty the identity of individuals performing transactions and assess associated identity risks. Thus, our solutions combat fraud, protect data, and foster trust among individuals, businesses, and governments—contributing to building a safer, less bureaucratic world. To achieve this, we invest above all in our people, who form an exceptional and committed team dedicated to this grand mission. So, are you ready to join us? **Our Culture** Our values form the foundation of everything we do! At Unico, we act without borders; we drive impact directly; we maintain transparency—even in difficult situations; we are resilient and adaptable to evolve; we do the right thing, the right way; and we boldly lead the construction of the future. Our work environment is relaxed and collaborative, full of learning opportunities and possibilities for you to grow your career with autonomy and support from leaders and peers. ### **Responsibilities and Duties** * + Provide technical support for Unico’s products, with a **focus on diagnosis, analysis, and resolution of problems and/or service requests**, addressing customer needs; + **Diagnose failures**/problems reported by customers using inputs provided by the product (logs, admin dashboards, monitoring dashboards, etc); + Follow support ticket workflows and processes; + **Demonstrate ownership and accountability** for assigned tickets, ensuring end-to-end execution and adherence to support operations guidelines; + Understand operational performance metrics and indicators, continuously striving for improvement; + **Interface with the commercial team** to align expectations, resolution timelines, escalation requests, and adjustments to business impact related to the ticket; + Interface with the Engineering team for ticket escalation, providing all necessary evidence of the issue — including tests performed, information gathered from the customer, logs, errors, etc; + **Act as a technical leader**, serving as a reference for peers. Contribute to team capability-building by transferring knowledge to peers or more junior colleagues; + **Lead technical meetings and/or war rooms** (crisis rooms) with customers to handle, monitor, and resolve support cases; ### **Requirements and Qualifications** * + **Be a problem solver** — capable of understanding problems, diagnosing and analyzing situations, and delivering solutions and/or mitigations; + Hold a degree in a technology-related field; + **Solid experience in technical support** for systems and technology platforms; + **Precise Technical Communication**: ability to clearly and pedagogically explain complex problems to ensure customers (or other stakeholders) understand diagnoses and the underlying logic; + Technical knowledge of APIs and communication protocols (REST, API Keys, ...), data formats (JSON, XML), and API testing tools (Postman, Insomnia); + **Strong SQL knowledge**: writing complex queries to retrieve data and insights; + **Basic programming/scripting language knowledge**, aimed at creating automations or performing targeted diagnostics; + Familiarity with monitoring/observability systems (e.g., New Relic, Grafana); + Prior experience with Git and code viewers (GitHub, GitLab); ### **Preferred Qualifications** * + English or Spanish language proficiency; **Discover the Benefits of Becoming a Unico Ser** **Flexible Benefit:** R$1.500,00 per month, distributable across VA/VR, Culture, Mobility, and Flex Vacation options;**Remote Work Allowance:** R$120.00 monthly allowance for utility bills and home office expenses;**Profit Sharing (PLR):** Eligible for Profit and Results Sharing per collective bargaining agreement;**Education Benefit:** Unico fully funds 100% of studies for 100% of employees via the Unico Skill platform. You may choose from undergraduate, graduate, MBA, language, specialized courses, and mentoring programs;**Well-being:** Access to platforms such as Gympass and Totalpass;**Extended Parental Leave:** 180 days for pregnant individuals and primary adoptive caregivers, and 60 days for non-pregnant individuals and secondary adoptive caregivers, with full salary and benefits throughout the entire period. **Work Location** We adopt a hybrid work model (#conectaunico) that prioritizes connection and engagement among Seres, requiring two days per week onsite. **And more…** We offer a structured career path aligned with your competencies and interests, enabling growth either as a specialist or a leader, supported by semiannual performance evaluations (with structured feedback and individual development plans); To enrich your experience, we host talks, meetups, workshops, trainings, birthday day-offs, Wednesday “reunioffs”, internal/external celebrations and parties, biweekly in-person happy hours, affinity groups, and workplace gymnastics. **Diversity & Inclusion** At Unico, we are committed to building an inclusive culture and welcoming candidates of all backgrounds—regardless of ethnicity, gender, sexual orientation, political views, religion, disability, origin, or any other characteristic. We are building an inclusive workplace and, to support best practices, we created the Diversity & Inclusion form. We invite you to complete it to help us in this process—but you may opt out without impacting your evaluation. Sharing this information will not affect your performance in the selection process and will be used solely for developing inclusion strategies. **Want to learn more about Unico?** Watch our manifesto; Follow us on social media: LinkedIn and Instagram I acknowledge that, prior to applying, I have read the Candidate Privacy Notice, available at: Unico Candidate Privacy Notice | Privacy - Internal Use We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.