Technical Support (Second Line)

Description

Job Summary: We are seeking a Technical Support Specialist (Second Line) to provide efficient technical support to customers, analyzing and resolving issues related to web services, email, hosting, and associated infrastructure. Key Highlights: 1. Strong aptitude for problem solving and technical support. 2. Collaboration within national and international teams. 3. Keeping up with technological advancements in AI and automation. **About the Company** Team.blue is an ecosystem of over 60 technology brands that work daily to help millions of customers thrive online. With a team of over 3\.000 specialists, it currently supports more than 3.5 million customers across Europe and beyond. The group's brands range from traditional web hosting, domains, email, VPS, and dedicated servers to modern SaaS platforms and productivity, collaboration, automation, and artificial intelligence solutions. In Portugal, operations include the brands AMEN.PT, PTISP, and Dominios.pt, working daily with diverse platforms, technologies, and customer profiles. **Role** We are looking for a Technical Support Specialist (Second Line) to join the technical team responsible for the group’s brands in Portugal. The ideal candidate will primarily be responsible for delivering technical support to customers regarding 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 services, email, hosting, and associated infrastructure. This role involves daily interaction with various environments and platforms — ranging from highly automated and 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 issues concerning: Web hosting; Email services; Websites and web applications; VPS and dedicated servers; SaaS platforms and group 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 infrastructure * Perform technical troubleshooting and incident analysis in Linux and Windows environments * Interpret logs and identify root causes of technical issues * Support service migration processes, 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 in troubleshooting, operations, and continuous service improvement * Keep up with technological developments of the platforms used by the company, 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 solving * Good written and verbal communication skills * Ability to quickly learn and adapt to new platforms and technologies * Analytical ability and technical troubleshooting skills * Team spirit and strong collaborative capacity * 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 and email hosting 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 * Capacity for autonomous learning and continuous 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 research and analytical capability + Proactivity and initiative + Ability to stay organized and focused in dynamic environments + Solution-focused mindset and genuine desire to help people **"Be Yourself"** Everyone is welcome here. Diversity and Inclusion are central to who we are. Beyond any technical competence, we value respect and trust-based collaboration. Intolerance is not tolerated. \#LI\-CC1