Technical Problem Solver

Há 3 dias

Brasil beBeeTechnical Tempo inteiro R$90.000 - R$110.000

A job opening for a Technical Support Specialist is available. This role involves handling complex, technical customer support issues, troubleshooting software bugs and data anomalies, and collaborating with engineering and product teams to diagnose root causes and develop resolutions.

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 Skills and 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.
  • Experience working with product and engineering teams to resolve bugs or product limitations.
  • Experience in energy trading, ETRM/CTRM software, financial, or ERP systems.

Benefits

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

Additional Information

This company values diversity and maintains a client-centric approach to building products. The ideal candidate will be trustworthy, team-oriented, transparent, and fun, with a proven ability to stay self-motivated and own problems from start to finish.

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