Technical Support Consultant
New
Brazil, Mon–Fri: 8 AM - 4 PM (MDT)ContractMiddle
Salary not disclosed
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Job Details
- Languages
- English (C1)
- Experience
- 1 year
- Required Skills
- Data AnalysisGrafanaTroubleshootingJSONTechnical supportCustomer supportZendesk
Requirements
- Excellent English communication skills (C1 for both spoken and written)
- At least 1 year of proven experience in a Technical Support position
- Strong ability to translate between technical engineering context and non-technical customer communication
- Tech-savvy with hands-on experience triaging issues, creating well-structured tickets, and tracking themes
- Hands-on experience with Zendesk or similar customer support platforms
- AI-savvy and proactive in using AI tools to improve support efficiency
- Strong troubleshooting and problem-solving abilities
- Customer-oriented and responsible attitude
- Excellent interpersonal skills
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
Responsibilities
- Deliver outstanding technical support via emails and chats
- Take ownership of technical issues reported by customers and triage them as needed
- Participate in weekly or bi-weekly engineering planning sessions to share customer insights
- Run recurring support retrospectives to surface themes and inform engineering priorities
- Review and improve AI chatbot responses by refining rules and behavior
- Maintain and improve knowledge base content
- Optimize support tooling and workflows across Zendesk and Linear
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