Highly Skilled Technical Support Expert

Há 2 dias

Porto Alegre, Rio Grande do Sul, Brasil beBeeTroubleshooting Tempo inteiro R$65.000 - R$95.000
Technical Support Specialist

We are seeking a skilled and bilingual technical support specialist with experience in Tier 3 software support. As the ideal candidate, you will join our Customer Services team and collaborate closely with Product, Engineering, and other Support teams to resolve complex product and integration problems.

The company 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, we count among our customers some of the world's largest financial firms.

Main Responsibilities:

  • Escalate complex customer support issues as the Tier 2 escalation point
  • Troubleshoot software bugs, data anomalies, API issues, performance concerns, and environment-specific problems
  • Collaborate with Engineering and Product teams to diagnose root causes, document findings, and follow through on resolutions
  • Collect logs, analyze error messages, and recommend workarounds when necessary
  • Maintain deep knowledge of the client's platform, integrations, APIs, and system behavior
  • Contribute to internal documentation and knowledge sharing to improve team-wide troubleshooting
  • Identify patterns in support cases and provide insights to Product and Engineering for continuous improvement

Required Qualifications:

  • Excellent English and either Spanish or Portuguese communication skills
  • 3+ years of experience in technical support, including Tier 3 support, preferably in a SaaS or enterprise software environment
  • Strong troubleshooting skills and technical fluency, such as experience reading logs, querying data, and diagnosing back-end issues
  • Familiarity with APIs and tools like Mode or browser dev tools
  • Excellent communication ability, translating technical details into clear explanations for customers and internal teams

Benefits:

  • Your ideas will be heard and valued
  • You will own your job and be recognized for your contributions
  • You will work with smart, creative people

About Us:

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