Senior Technical Support Professional

Há 2 dias

São Paulo, São Paulo, Brasil beBeeTechnical Tempo inteiro R$45.000 - R$90.000

We are currently seeking an experienced technical support professional to join our team as a Technical Support Specialist.

Job Description

As a Technical Support Specialist, you will play a critical role in delivering exceptional customer support and ensuring the long-term scalability of our operations. Your primary responsibility will be to investigate, diagnose, and resolve complex product and integration problems, working closely with cross-functional teams to drive resolutions and improve customer satisfaction.

Responsibilities
  • Serve as the escalation point for Tier 2 on complex, technical customer support issues, providing expert guidance and support to customers.
  • Troubleshoot software bugs, data anomalies, API issues, performance concerns, and environment-specific problems, leveraging your deep knowledge of the client's platform and integrations.
  • Collaborate with Engineering and Product teams to diagnose root causes, document findings, and follow through on resolutions, ensuring seamless communication and alignment across teams.
  • Reproduce customer issues, collect logs, analyze error messages, and recommend workarounds when necessary, using your strong analytical skills and technical fluency.
  • Maintain deep knowledge of the client's platform, integrations, APIs, and system behavior, staying up-to-date with the latest developments and advancements in the field.
Requirements
  • Excellent English and either Spanish or Portuguese communication skills, with a strong ability to translate technical details into clear explanations for customers and internal teams.
  • 3+ years of experience in technical support, including Tier 3 support, preferably in a SaaS or enterprise software environment, with a proven track record of delivering high-quality support and driving customer satisfaction.
  • Strong troubleshooting skills and technical fluency, including experience reading logs, querying data, and diagnosing back-end issues, with a solid understanding of APIs and tools like Mode or browser dev tools.
  • Familiarity with energy trading, ETRM/CTRM software, financial, or ERP systems, with a strong ability to apply this knowledge to deliver exceptional customer support and drive business outcomes.
  • Excellent communication and interpersonal skills, with a strong ability to collaborate with cross-functional teams and drive results-oriented solutions.

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