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Technical Support Specialist L3

4 semanas atrás

São Paulo, Brasil Velozient Tempo inteiro
We are seeking a remote, full-time Technical Support Specialist with experience in Tier 3 software support, who is bilingual in English and either Spanish or Portuguese. You will join the Customer Services team of our U.S. client. You'll investigate, diagnose, and resolve challenging product and integration problems, all while collaborating closely with Product, Engineering, and Tier 1 & 2 Support. Your work will directly impact customer satisfaction, product quality, and long-term scalability of our support operations.Our client is a fintech company that provides commodities managers with task automation and timely insights on their trades, including risk exposure, positions, and profits and losses. With over 5 million trades on its SaaS platform, the company is an award-winning industry leader that counts among its customers some of the world's largest financial firms. Our client is growing rapidly and is seeking innovative, bold risk-takers to advance its product strategy of market disruption and expansion.ResponsibilitiesServe as the escalation point for Tier 2 on complex, technical customer support issuesTroubleshoot software bugs, data anomalies, API issues, performance concerns, and environment-specific problemsCollaborate with Engineering and Product teams to diagnose root causes, document findings, and follow through on resolutionsReproduce customer issues, collect logs, analyze error messages, and recommend workarounds when necessaryMaintain deep knowledge of the client's platform, integrations, APIs, and system behaviorContribute to internal documentation and knowledge sharing to improve team-wide troubleshootingIdentify patterns in support cases and provide insights to Product and Engineering for continuous improvementParticipate in post-incident reviews and ensure learnings are translated into process or product changesRequired ExperienceExcellent English and either Spanish or Portuguese communication skills3+ years of experience in technical support, including Tier 3 support, preferably in a SaaS or enterprise software environmentStrong troubleshooting skills and technical fluency, such as experience reading logs, querying data, and diagnosing back-end issuesFamiliarity with APIs and tools like Mode or browser dev toolsExcellent communication ability, translating technical details into clear explanations for customers and internal teamsExperience working with product and engineering teams to resolve bugs or product limitationsExperience in energy trading, ETRM/CTRM software, financial, or ERP systemsDesire to work in an environment that:
Embraces diversityMaintains a client-centric approach to building productsStrives to maintain a world-class organizationLoves technologyProven ability to stay self-motivated, work hard, own problems from start to finish, and bring order from chaosDemonstrated ability to work independently or as part of a broader team.Trustworthy, team-oriented, transparent, and funPreferred ExperienceExperience with PythonAdditional InformationKnow that your ideas are heard and matter. Think bigOwn your job and be recognized for your contributionsWork with smart, creative peopleMaking mistakes is human. Let's learn from them and be transparentBe recognized as an individual, no presumptions or judgment. Be the extraordinary you15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidaysStart:
ASAP