Technical Support Engineer
New
BrazilFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- English, Spanish
- Experience
- 2+ years
- Required Skills
- NetworkingTechnical supportDebugging
Requirements
- Minimum 2+ years of experience in technical support, software engineering, or similar technical roles.
- Strong communication skills in English and advanced proficiency in Spanish, both written and verbal.
- Solid understanding of VoIP concepts, including call quality troubleshooting and PCAP analysis.
- Knowledge of APIs, integrations, and how they function within technical ecosystems.
- Ability to interpret UI behavior and analyze console logs for debugging purposes.
- Understanding of networking fundamentals, including NAT, firewalls, packet loss, latency, jitter, and audio codecs.
- Experience working in structured, SLA-driven support environments.
- Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience.
- Strong problem-solving skills with a methodical and customer-oriented mindset.
- Ability to work collaboratively in high-pressure, fast-paced environments.
Responsibilities
- Provide technical support to customers through phone, email, chat, and screen-sharing sessions, ensuring timely and effective resolution of issues.
- Investigate, troubleshoot, and resolve incidents involving cloud services, voice systems, and networking components.
- Manage customer cases end to end, maintaining ownership throughout the lifecycle and escalating only when necessary.
- Communicate clearly with customers, providing consistent updates and setting accurate expectations regarding resolution timelines.
- Document troubleshooting steps, technical analysis, customer interactions, and resolutions within the case management system.
- Contribute to internal knowledge bases, FAQs, and troubleshooting documentation to improve team efficiency.
- Stay current with product updates, platform features, and technical releases relevant to customer support.
- Work within defined SLAs, prioritizing cases based on severity, urgency, and business impact.
- Participate in an on-call rotation when required to support critical incidents outside standard hours.
View Full Description & ApplyYou'll be redirected to the employer's site
