Technical Support (Tier 2)

Description

Job Summary: We are seeking a Technical Support Specialist (Tier 2) to provide technical support to customers regarding products and services, analyzing, diagnosing, and resolving issues in web, email, and infrastructure environments. Key Highlights: 1. Technical support for customers on web services, email, and infrastructure 2. Work with diverse platforms and technologies, including Linux and Windows 3. Collaboration with national and international teams **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 more than 3\.000 specialists, it currently supports over 3.5 million customers across Europe and beyond. Group 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 various platforms, technologies, and customer profiles. **Role** We are looking for a Technical Support Specialist (Tier 2) to join the technical team responsible for group brands in Portugal. The ideal candidate will primarily provide technical support to customers on company 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 diverse environments and platforms — from highly automated and group-managed services to more customized infrastructures, including VPS and dedicated servers, Linux and Windows environments, SaaS platforms, and technologically evolving services. **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 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 on troubleshooting, operations, and continuous service improvement * Monitor 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 solving * Excellent 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 capability * 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: * Management and configuration of 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 of 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 system/service log analysis * 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 + Effective communication 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. Far beyond any technical skill, we value mutual respect and trust-based collaboration. Intolerance is not tolerated. \#LI\-CC1