Technical Support (Tier 2)

Description

Job Summary: We are seeking a Technical Support Specialist (Tier 2) to provide technical support to customers regarding the company's products and services, ensuring an efficient and technically competent experience. Key Highlights: 1. Strong aptitude for technical support and problem resolution 2. Analytical and technical troubleshooting skills 3. Proactivity and initiative focused on solutions and helping people **About the Company** The team.blue ecosystem comprises over 60 technology brands that work daily to help millions of customers thrive online. With a team of over 3\.000 specialists, we currently support more than 3.5 million customers across Europe and beyond. Group brands span traditional web hosting, domains, email, VPS, and dedicated servers, as well as modern SaaS platforms and productivity, collaboration, automation, and artificial intelligence solutions. In Portugal, our operations include the brands AMEN.PT, PTISP, and Dominios.pt, working daily with diverse platforms, technologies, and customer profiles. **Role** We seek a Technical Support Specialist (Tier 2) to join the technical team responsible for group brands in Portugal. The ideal candidate’s primary responsibility will be delivering technical support to customers on the company’s products and services, ensuring a close, efficient, and technically competent support experience through analysis, diagnosis, and resolution of issues related to web hosting, email, websites, and associated infrastructures. This role involves daily interaction with varied environments and platforms — from highly automated, group-managed services to more customized infrastructures, including VPS and dedicated servers, Linux and Windows environments, SaaS platforms, and services undergoing continuous technological evolution. **Responsibilities:** * Respond to technical inquiries, information requests, and support needs related to: Web hosting; Email services; Websites and web applications; VPS and dedicated servers; Group SaaS platforms and services * Identify customers’ technical needs and provide follow-up via ticket, phone, and other support channels * Diagnose and resolve issues related to web services, email, DNS, applications, and associated infrastructures * Perform technical troubleshooting and incident analysis in Linux and Windows environments * Interpret logs and identify root causes of technical issues * Support service migrations, including websites, hosting accounts, and email accounts * Escalate complex situations to specialized group teams, including technical communication in English * Collaborate with national and international teams on troubleshooting, operations, and continuous service improvement * Track technological evolution of company-used platforms, including new SaaS solutions, automation tools, and AI-based technologies **Knowledge and Skills** * Fluency in Portuguese and English * Strong aptitude for technical support and problem resolution * Strong written and verbal communication skills * Ability to quickly learn and adapt to new platforms and technologies * Analytical and technical troubleshooting skills * Team spirit and strong collaborative ability * Technical proactivity and sense of responsibility * Customer orientation and commitment to service quality * Ability to work in dynamic, continuously evolving technical environments **Technical Competencies** Solid knowledge of: * Managing and configuring web hosting and email services in Linux and Windows environments * Web and email services, including DNS, SMTP, POP, IMAP, and associated troubleshooting * Hosting, website, and email administration platforms and environments * Troubleshooting websites and web applications * Open-source web applications such as WordPress, Joomla, Magento, Moodle, or similar * MySQL, MariaDB, and MSSQL databases **Preferred Qualifications:** * Experience with VPS and dedicated servers * Familiarity with Linux CLI environments * Log interpretation and analysis for systems and services * Knowledge of Apache, Nginx, IIS, Exim, Postfix, or equivalent technologies * Experience in hosting, ISP, or web infrastructure environments * Interest in automation, emerging technologies, and AI-based solutions * Self-directed learning ability and continuous professional development * **Key Competencies** + Passion for technical and professional learning and growth + Genuine interest in technology and problem solving + Technical curiosity and adaptability + Strong team spirit + Attention to detail + Strong communication skills with customers and colleagues + Technical investigation and analytical capability + Proactivity and initiative + Ability to stay organized and focused in dynamic environments + Solution focus and genuine enthusiasm for helping people **"Be Yourself"** Everyone is welcome here. Diversity and Inclusion are central to our values. Beyond any technical skill, we value mutual respect and trust-based collaboration. Intolerance is not tolerated. \#LI\-CC1