Technical Support Specialist
Há 10 horas
We are seeking an experienced Technical Support Specialist to join our team. This role involves providing expert-level technical support for software, troubleshooting issues and isolating root causes.
As a Technical Support Specialist, you will be responsible for thinking quickly and critically to diagnose, investigate, and resolve complex technical problems efficiently. You will also guide customers in navigating the platform and its various modules to ensure optimal use and efficiency.
The ideal candidate will have a strong background in problem-solving with deep investigative and analytical abilities. You will also have excellent technical writing skills with experience creating clear, concise documentation and knowledge base articles.
Key Responsibilities:
- Provide expert-level technical support for software, troubleshooting issues and isolating root causes
- Think quickly and critically to diagnose, investigate, and resolve complex technical problems efficiently
- Guide customers in navigating the platform and its various modules to ensure optimal use and efficiency
- Apply solution engineering principles to design and recommend tailored configurations, integrations, and optimizations that meet customer needs
Requirements:
- 5+ years of experience in Customer Support/Technical Support roles
- Bachelor's degree in Computer Science, Information Technology, or equivalent
- Fluent in English (spoken and written)
- Strong problem-solving skills with deep investigative and analytical abilities
- Excellent technical writing skills with experience creating clear, concise documentation and knowledge base articles
Benefits:
- Join a growing, innovative company
- Develop your skills with a supportive team
- Career advancement opportunities and professional growth paths
- Make a real impact on customer success
- Remote work flexibility
Additional Information:
- Trustworthy, team-oriented, transparent, and fun
- 15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays
Hoje
This is a remote position that requires collaboration with internal teams to escalate and resolve complex technical issues.
The ideal candidate will have experience working with product and engineering teams to resolve bugs or product limitations. Additionally, they will have strong communication ability, translating technical details into clear explanations for customers and internal teams.
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
- Experience working with product and engineering teams to resolve bugs or product limitations
Preferred Experience:
- Experience with Python
Additional Information:
- Know that your ideas are heard and matter
- 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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