Web3 Jobs in Brasilia, Brazil

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Support Specialist Level 1 Remote from GMT 3 4

$54k - $102k est.

This job is closed

Support Specialist (Level 1) - Remote from GMT -3, -4

Brasilia /
R&D – Support /
Full time
/ Remote

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About Ultra

Ultra is launching an innovative PC gaming platform, and ultimately a full entertainment ecosystem.
Our goal is to unify the fragmented gaming industry around one platform. Ultra aggregates all gamers’ activities in one place: from buying, playing and reselling games, to accessing live-streaming platforms, tournaments, reviews and contests, as well as interacting with communities and brands. Our team is currently composed of 90+ full-time members, working across 5 continents.

To learn more, visit our website: https://ultra.io/

The Role

Ultra is looking for L1 Support Engineers to join our team. In this role, you’ll help us scale and grow to deliver an outstanding experience for all our users. We are looking for a tech support expert, organized, with an eye for detail, who’s passionate about helping others, and has a proven track record of delivering an amazing user experience. Working with the Support Manager, you will help us further develop and evolve our support processes.   

Your Profile

You are an experienced support specialist, determined to deliver great user experience. You are organized, with attention to detail, self-driven, you can multitask and are a good team player. You strive for improvement, you like to share your knowledge and are ready to help us deliver a great experience for all of our users and partners.

Key Requirements

    • 1+ year experience working as a support specialist
    • Based in timezones: GMT -3, -4
    • Fluent in English, spoken and written
    • Flexibility to join us full time and work in in shifts
    • Experience with Freshdesk, JIRA, Confluence, or similar

It's great if you also have:

    • Any additional language knowledge will be an advantage
    • Previous experience in a blockchain/gaming project
    • Knowledge or great interest toward crypto projects 
    • Experience with conventional monitoring and database tools eg Kafka, akhq, Grafana, Kibana or similar
    • Experience in a technical role (Junior developer, Junior DBA etc)
    • Previous experience participating in or working with oncall routines and incident management

What you will do

    • Your challenges
    • You will work with staff & entities all around the world, and collaborating with them will be part of your daily routine, and the key to our success
    • Ultra could be considered as a multitude of smaller sub-projects, each having its own team leader. Your ability to advise and collaborate with multiple sub-teams simultaneously will help us deliver the best customer support
    • The support team is young in its inception. You will be able to help develop our support processes to ensure that our users have a great experience

    • Your tasks

    • Assist our users via existing support tools:  Freshdesk, OpsGenie, Twitter, JIRA, Confluence, Twilio, Sendgrid
    • Work remotely in day shifts from 9am to 6pm your local time
    • Contribute content to our FAQ
    • Solve issues or escalate them to the right person/team, follow up
    • Identify and detect potential global issues and report them accordingly
    • Share ideas of improvement of our existing and new support processes

    • At Ultra, you will: 
    • Learn every day and be involved in many exciting projects
    • Have the opportunity to grow with an ambitious and fast-paced company, on an innovative market
    • Have a big impact on the Ultra user experience
    • Join an enthusiastic team who's determined to shake up the gaming industryWork with passionate colleagues in a multicultural, open-minded environment

What's next

    • If we select your application, you will start our interview process:
    • Meet Daria, Recruiter
    • Meet Hugo, Head of Engineering, and Sander, Support Manager
🌈 Ultra is a true international company currently spread across the globe (Estonia, Belgium, France, Portugal, South Africa, USA, China, Australia…). We thrive off diverse perspectives! We recognize that diversity has different aspects: gender, sexual orientation, ability, ethnic origin, social, age, life>
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