Software Expertise Professional

2 semanas atrás

Brasil beBeeTechnical Tempo inteiro R$60.000 - R$85.000
Senior Technical Support Specialist

We are seeking a highly skilled and experienced Technical Support Specialist to join our Customer Services team. As a key member of our support operations, you will play a crucial role in ensuring the highest level of customer satisfaction and product quality.

As a Senior Technical Support Specialist, you will be responsible for investigating, diagnosing, and resolving complex technical issues related to software products. Your expertise will be utilized to troubleshoot software bugs, data anomalies, API issues, performance concerns, and environment-specific problems.

You will collaborate closely with Product, Engineering, and Tier 1 & 2 Support teams to diagnose root causes, document findings, and follow through on resolutions. Additionally, you will maintain deep knowledge of our platform, integrations, APIs, and system behavior.

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 our 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.
Requirements:
  • Excellent English 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.
Preferred Qualifications:
  • Experience with Python programming language.

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