Technical Support Engineer | Brazil - Remote

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Requirements:

• Proficiency in Level 1 and Level 2 technical support, assisting clients via phone, email, and chat while guiding them through troubleshooting steps
• Knowledge of industry-standard integration practices, including file feeds (FTP), APIs, webhooks, and authentication protocols such as SSO
• Strong problem diagnosis and resolution skills, with the ability to troubleshoot SSO authentication, data integrations, and software-related issues
• Experience in documenting and escalating technical issues, ensuring thorough tracking and resolution of client concerns
• Ability to refine support processes to enhance efficiency and overall client experience
• Commitment to staying updated on product changes, system updates, and best practices
• Exceptional written and verbal communication skills, with the ability to translate technical information into non-technical language
• Creative problem-solving mindset, with a proven ability to analyze and resolve complex technical issues
• Experience collaborating with cross-functional teams to identify patterns in technical requests and drive issue resolution
• Hands-on experience providing technical support in a SaaS environment, with a strong understanding of software-as-a-service operational models

Responsibilities:

• Provide Level 1 and Level 2 technical support through multiple channels, ensuring timely and effective issue resolution
• Diagnose and troubleshoot escalated technical issues, leveraging product and technical knowledge to identify root causes and solutions
• Track and document all technical issues and resolutions, contributing to the Knowledge Center and escalating cases when necessary
• Test and troubleshoot end-user system components, including data integrations and SSO authentication
• Continuously refine and improve technical support processes to enhance customer experience and team efficiency
• Stay up to date with product updates, system changes, and best practices to provide accurate and effective support
• Availability to work rotating weekend shifts as needed