Tech Support Engineer

1 semana atrás

São Paulo, São Paulo, Brasil beBeeTechnical Tempo inteiro US$60.000 - US$90.000

We are seeking a Technical Support Engineer to join our Customer Services team.

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This role involves investigating, diagnosing and resolving complex technical issues related to software bugs, data anomalies and API issues. The ideal candidate will have strong troubleshooting skills, technical fluency and excellent communication ability.

The Technical Support Engineer will collaborate with Engineering and Product teams to diagnose root causes, document findings and follow through on resolutions. They will also reproduce customer issues, collect logs, analyze error messages and recommend workarounds when necessary.

Maintaining deep knowledge of our platform, integrations, APIs and system behavior is essential for this role. The successful candidate will contribute to internal documentation and knowledge sharing to improve team-wide troubleshooting.

Identifying patterns in support cases and providing insights to Product and Engineering for continuous improvement is also an important part of this role.

Participating in post-incident reviews and ensuring learnings are translated into process or product changes is crucial.

Key Responsibilities:

  • Serve as the escalation point for Tier 2 on complex, technical customer support issues
  • 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
  • Reproduce customer issues, 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
  • Participate in post-incident reviews and ensure learnings are translated into process or product changes

Required Experience:

  • 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
  • Excellent communication ability, translating technical details into clear explanations for customers and internal teams
  • Experience working with product and engineering teams to resolve bugs or product limitations
  • Experience in energy trading, ETRM/CTRM software, financial or ERP systems
  • Desire to work in an environment that maintains a client-centric approach to building products, strives to maintain a world-class organization and loves technology
  • Proven ability to stay self-motivated, work hard, own problems from start to finish and bring order from chaos
  • Demonstrated ability to work independently or as part of a broader team
  • Trustworthy, team-oriented, transparent and fun

Preferred Experience:

  • Experience with Python

Benefits:

  • 15 days Paid Time Off (PTO), one floating day, three sick days and designated national holidays

Other Competencies:

  • Know that your ideas are heard and matter. Think big
  • Own your job and be recognized for your contributions
  • Work with smart, creative people
  • Making mistakes is human. Let's learn from them and be transparent
  • Be recognized as an individual, no presumptions or judgment. Be the extraordinary you
],

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