Senior Technical Support Engineer - Fluent Portuguese Required

As a Senior Technical Support Engineer, you will operate at the intersection of frontline technical support and applied engineering, with the role split approximately 50/50 between the two areas.Key responsibilities include:

• Investigate and resolve technical support cases from initial diagnosis through resolution or appropriate escalation.
• Troubleshoot issues across devices, applications, identity, networks, policies, and infrastructure.
• Conduct root cause analysis and identify patterns across recurring tickets and incidents.
• Develop permanent fixes, automations, process improvements, and reusable technical documentation.
• Automate repetitive operational tasks using Python, shell scripting, APIs, webhooks, and other tools.
• Work with technologies and domains including DNS, DHCP, VPN, Wi-Fi, Okta, SSO, MFA, macOS, Windows, Linux, MDM, and observability tooling.
• Create clear runbooks and maintain high-quality technical documentation.
• Partner with Network, Security, Identity, Endpoint and other technical teams on escalations and incidents.
• Participate in incident response, war rooms, postmortems, and corrective actions when required.
• Use Git to version scripts, code, and documentation.
• Apply strong engineering standards including testing, logging, error handling, review, and controlled execution.

The successful candidate will take an engineering-led approach to support, moving from pattern identification → root cause analysis → permanent fix or automation → measurable impact.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.