Specialist, Product Support
New
J
JobgetherSoftware
BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Portuguese, Spanish, and English
- Experience
- 3–5 years
- Required Skills
- SQLJavascriptRESTful APIsJSONPostman
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience.
- 3–5 years of experience in customer support, application support, or a similar technical troubleshooting environment.
- Demonstrated experience working with database technologies, including the ability to interpret schemas and write queries.
- Fluency in Portuguese, Spanish, and English, with strong written and verbal communication skills.
- Practical experience with programming or debugging using JavaScript, XML, JSON, and RESTful web service requests.
- Familiarity with API troubleshooting and diagnostic tools such as Postman and SOAP UI, including inspecting request/response payloads and identifying integration or network issues.
- Knowledge of debugging tools and techniques, with the ability to investigate technical problems systematically.
- Strong customer service and relationship-management skills, including the ability to explain complex technical concepts clearly to different audiences.
- Demonstrated ability to manage customer conflicts, maintain professionalism under pressure, and remain focused on resolution and customer satisfaction.
- Willingness and flexibility to participate in on-call rotations according to support requirements.
Responsibilities
- Provide technical support to customers through telephone, web, and email, taking ownership of assigned incidents through resolution.
- Analyze, troubleshoot, test, and resolve application-related technical issues, functionality questions, data problems, and integration challenges.
- Maintain regular and proactive communication with customers, ensuring progress updates and resolutions meet established Service Level Agreements (SLAs).
- Collaborate with customer contacts and internal teams, including Sales, Services, and R&D, to investigate and resolve complex technical issues.
- Track, document, and maintain support cases throughout their complete lifecycle, ensuring accurate and comprehensive records.
- Investigate database-related issues by interpreting schemas, creating queries, and analyzing application data as required.
- Troubleshoot APIs and integrations using tools such as Postman and SOAP UI, including analysis of request and response payloads and potential network issues.
- Use programming and debugging techniques involving technologies such as JavaScript, XML, JSON, and RESTful web services.
- Participate in flexible support schedules and on-call rotations when required to meet customer service needs.
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