Job Title: Professional Services

Level: Senior

Working Hours: Full Time (40h/Week)

Contract: Contractor (PJ), Employee (CLT)

Location: Remote (Brazil)

Your Team 👥

You will report to our VP of Customer Experience & Services and join the CX & Services team. On TheOrg you can view the complete structure of our organisation, including information about every team member, hiring managers and the size of each department.

Your Responsibilities ✏️

We’re looking for a Professional Services Consultant to support the solution delivery process and help ensure the successful deployment and execution of Rocket.Chat projects. You will be responsible for providing in-depth technical and product expertise to customers and partner organizations. This will include working directly with customers to understand and address their needs, and implementing Rocket.Chat solutions for maximum impact, ensuring that the new software updates or features are properly implemented across an organization’s technology infrastructure.

You will do so by leveraging your deep Rocket.Chat product expertise and understanding of the customer's requirements to provide confident, expert-driven technical leadership to your assigned customers. Your responsibilities will include assisting our clients from their initial deployment through rollout and ongoing support for their production deployments. At times this will also require assistance with troubleshooting and resolving complex technical issues that they may encounter. Excellent communication and problem-solving skills are essential in this role.

Mandatory Hard Skills 🎯

• Fluent in English and Portuguese;
• Previous background and experience in the professional services/technical consulting area;
• Ability to communicate with technical teams and enterprise-level executives;
• Ability to troubleshoot, diagnose and resolve technical issues;
• Being capable of handling in-depth technical discussions regarding software requirements, solution architecture, and deployment sizing & models;
• Hands-on experience working with foundational infrastructure capabilities including HA, Routing, Firewalls, and DNS;
• Proven experience with systems installation, configuration, and administration of Linux;
• Working knowledge with containerization tools (Docker and Kubernetes);
• Experience programming in Javascript/Typescript and other programming languages;
• Experience working with databases relational/non-relational (MongoDB);
• Experience with Cloud Platforms such as AWS, Azure or GCP;
• Experience with Active Directory/LDAP, SAML and other authentication methods;
• Availability to travel.

Desirable Hard Skills 💕

• Specific experience with Node.js is a plus;
• Experience with open-source technologies.

Soft Skills ✨

• Passion: Genuine enthusiasm for what you do and how it contributes to our company's mission;
• Dream: Proactively seek out opportunities and challenges to achieve extraordinary results. If you're someone who takes initiative and is always striving to improve, you'll fit right in;
• Own: Take ownership of your work, set high standards for yourself, and be accountable for outcomes demonstrating a strong sense of responsibility and commitment;
• Trust: Recognizing the importance of trust and support and actively working towards a collaborative and inclusive workplace;
• Share: Communicating openly and transparently, ensures clarity and honesty in interactions.

What You'll Do 🖥️

• Serve as the technical subject matter expert supporting customers to successfully deploy and implement their Rocket.Chat projects;
• Understand and document customer business & technical requirements addressing business drivers and pain points;
• Participate in infrastructure conversations to define appropriate system infrastructure needs based upon the customers technology landscape;
• Develop architecture diagrams and integration guides;
• Deploy Rocket.Chat platform, new versions, update existing versions of Rocket.Chat and decommission old versions as needed;
• Serve as a subject matter expert for Rocket.Chat capabilities and advise customers on how to use Rocket.Chat to meet their business needs using best practices;
• Interface with Product Management to relay customer demands;
• Install, support, and maintain solutions including Proof of Concept (POC) and production deployments;
• Be responsible for delivering technical content in terms of guides and project deliverables;
• Build strong relationships with key contacts in customer accounts and with internal resources.