L2 Technical Support Consultant
New
S
SupportYourAppTechnical Support SaaS
Rio de Janeiro, State of Rio de Janeiro, Brazil. Belo Horizonte, State of Minas Gerais, Brazil. Brasília, Brasília, Brazil. Recife, State of Pernambuco, Brazil. São Luís, State of Maranhão, Brazil. São Paulo, State of São Paulo, Brazil, 16:00 to 00:00 GMT+3 (10:00 to 18:00 Brasília time)ContractMiddle
Salary not disclosed
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Job Details
- Languages
- Native Portuguese and English (at least C1)
- Experience
- 2 to 3 years
- Required Skills
- Cloud ComputingTroubleshootingTechnical supportSaaS
Requirements
- Native Portuguese language proficiency
- English language proficiency at least C1 (spoken and written)
- 2 to 3 years of Technical Support experience
- Experience supporting cloud-based platforms or SaaS applications in production
- Strong troubleshooting and analytical skills
- Ability to analyze application logs
- Experience with Chrome DevTools for web application troubleshooting
- Ability to reproduce issues in test or staging environments
- Experience writing professional, well-structured support notes
- Personal computer with at least 8Gb RAM
- Stable internet connection (min 50 Mbps download / 40 Mbps upload)
Responsibilities
- Deliver outstanding technical support via chats, emails and tickets
- Managing troubleshooting processes related to cloud-based and SaaS applications
- Triage and prioritize support tickets based on severity, impact and urgency
- Reproduce incidents in test or staging environments to identify root causes
- Gather and document all relevant information to resolve customer issues
- Escalate unresolved or high-priority incidents to internal teams
- Contribute to continuous improvement by creating knowledge base articles
- Handle sensitive customer data with care and security
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