Technical Support Specialist

Há 16 horas

Brasil Suger Tempo inteiro R$80.000 - R$120.000 por ano
About Us
Suger is a revenue platform that helps our customers grow on the fastest growing B2B sales channel: the cloud marketplaces of AWS, Azure, GCP, and Alibaba. Launched in 2022, we take the tech debt out of marketplace sales by providing an API-first approach to provide a last mile solution between their existing tech stack (e.g. CRM, metering solution, ERP) and the cloud marketplaces. In just 2 years, we've contracted with more than 200 company customers, ranging from early-stage startups to public companies.
We are expanding our remote Support team in Brazil to deliver world-class technical support and streamlined triage across time zones.
We are hiring Support Specialists who will manage the full ticketing process across Tier 1, Tier 2, and Tier 3 escalation. Your primary workflow will leverage Pylon (customer support ticketing) and ClickUp (engineering ticketing system).
You will be responsible for: - Receiving and triaging all inbound support requests in Pylon - Handling Tier 1 and Tier 2 troubleshooting - Creating, managing, and tracking Tier 3 tickets in ClickUp for Engineering - Partnering with Customer Success for high-impact or account-sensitive issues
This role is critical to ensuring operational excellence, fast response times, and outstanding customer communication.
What You'll Do
Tier 1 — Frontline Support & Triage (via Pylon) - Manage all inbound customer tickets in Pylon, ensuring accurate categorization and prioritization. - Provide initial troubleshooting and clear, friendly customer responses. - Resolve common issues related to: -- AWS/Azure/GCP Marketplace setup -- Private offer creation workflows -- CRM sync issues (Salesforce, HubSpot) -- Billing, usage reporting, invoice discrepancies -- Access control, UI issues, configuration questions - Apply predefined macros and workflows within Pylon to maintain consistency. - Ensure SLAs for response and updates are maintained across all tickets. - Keep documentation up to date within internal knowledge bases.
Tier 2 — Advanced Investigation & Root Cause Analysis - Take ownership of escalated technical issues unable to be resolved at Tier 1. - Reproduce issues in staging environments and gather: -- Logs -- Payloads -- Screenshots -- Steps to reproduce - Troubleshoot deeper API, webhook, integration, or metering issues. - Identify potential bugs or systemic issues and prepare technical notes for Tier 3 escalation. - Reduce friction by identifying repeatable issues and updating documentation or workflows as needed.
Tier 3 — Escalation Path (Engineering & Customer Success) Escalation to Engineering (via ClickUp) - Escalate to Engineering when issues require backend or product-level intervention. - You will: -- Create clear and complete Tier 3 tickets in ClickUp, including: -- Severity level -- Steps to reproduce -- Logs, API requests/responses -- Videos/screenshots -- Business impact assessment - Follow up proactively with Engineering to drive resolution. - Validate fixes in staging and confirm issue resolution before closing the Pylon ticket. - Communicate timelines and updates back to customers and Customer Success.
Escalation to Customer Success - Loop in Customer Success when issues affect: -- Key accounts or high-ARR customers -- Private offers with deadlines -- Co-sell opportunities -- Marketplace listings waiting to go live -- Revenue-sensitive workflows - You will: -- Provide CS with concise impact summaries and expected timelines. -- Join customer-facing calls when an issue requires cross-team coordination. -- Ensure alignment between Support → CS → Engineering so the customer gets a consistent experience.
What Success Looks Like
  • Fast, consistent response and resolution SLAs in Pylon
  • High CSAT and positive customer feedback
  • Clean and well-organized Pylon and ClickUp ticket hygiene
  • Clear, reproducible Tier 3 tickets that accelerate engineering turnaround
  • Reduced repeat issues via better documentation and automated workflows
  • Strong cross-team communication with Customer Success and Engineering
What You'll Bring
  • 1–5 years in Technical Support or Support Operations.
  • Strong English communication (written & verbal).
  • Experience in remote-first environments.
  • Demonstrated ability to troubleshoot SaaS, API, or integration issues.
  • Familiarity with ticketing tools (Pylon preferred; Zendesk/Freshdesk/Fusion helpful).
  • Ability to analyze logs, reproduce issues, and document clearly.
  • Comfortable working with both technical and non-technical teams.
Nice-to-Have
  • Experience with Cloud Marketplaces (AWS, Azure, GCP)
  • Knowledge of Salesforce or HubSpot
  • Basic SQL or log-reading skills
  • Previous B2B SaaS or startup experience
Why Join Us
  • Top-notch team - You'll work with other top-tier talent, who have built large-scale enterprise SaaS products at top companies like Google, Meta, Microsoft, Salesforce, Confluent, Intuit, and more.
  • Competitive Brazil-aligned compensation
  • Career paths into Senior Support, Technical Support Engineering, QA, CS Ops, or Product Operations
  • Work with an innovative platform supporting global, fast-growing ISVs
  • Flexible work environment with a strong team culture.

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