Technical Support Engineer

New

BrazilFull-TimeMiddle

Salary not disclosed

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Job Details

Languages: Professional English proficiency and advanced Spanish proficiency.
Experience: 2+ years of experience in technical support, software engineering, or similar technical roles.
Required Skills: RESTful APIsNetworkingTroubleshooting

2+ years of experience in technical support, software engineering, or similar technical roles.
Strong understanding of VoIP, call quality troubleshooting, and PCAP analysis.
Knowledge of networking fundamentals (NAT, firewalls, latency, jitter, packet loss, codecs, and network topology).
Familiarity with APIs, integrations, UI behavior, and console log analysis.
Experience working in SLA-driven, fast-paced support environments.
Strong written and verbal communication skills.
Professional English proficiency and advanced Spanish proficiency.
Ability to manage multiple cases and prioritize effectively under pressure.
Bachelor’s degree in Computer Science, IT, or equivalent practical experience.

Provide technical support via phone, email, chat, and screen-sharing sessions to enterprise customers.
Investigate, troubleshoot, and resolve incidents related to cloud, voice, and networking environments.
Own customer cases end-to-end, ensuring timely resolution and escalation when necessary.
Communicate clearly with customers, providing updates, guidance, and expectation management throughout the case lifecycle.
Document troubleshooting steps, technical analysis, and resolutions in case management systems.
Contribute to internal knowledge bases, troubleshooting guides, and support documentation.
Stay updated on product features, releases, and platform changes relevant to support operations.
Work within defined SLAs while prioritizing cases based on impact and urgency.
Participate in on-call rotations when required for critical incident support.

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