Customer Experience – Technical

EdgeUno is looking for a Customer Experience professional with strong knowledge in connectivity, infrastructure, and monitoring tools, and a customer-first mindset. This position plays a key role in bridging technical operations and the broader customer journey, combining hands-on support for escalated cases with involvement in service activation, customer feedback loops, and pre-sales collaboration.

This is an ideal opportunity for someone who not only enjoys solving complex problems but also understands the broader business context and seeks to deliver value beyond traditional support. The role offers growth potential into areas such as Customer Success, Pre-Sales, or Commercial Management, as part of EdgeUno's mission to deliver high-performance internet infrastructure and exceptional service across Latin America.

Key Responsibilities:

• Manage and follow up on technical cases escalated from first-level support, coordinating resolution with internal teams (NOC, Engineering, Cloud, etc.).
• Support the commercial team in preparing quotes, validating technical requirements, and assisting during service activation or renewal processes.
• Monitor infrastructure and services using tools like Grafana, Kentik, or similar, acting proactively when issues arise.
• Coordinate Remote Hands activities with data center personnel and third-party technicians.
• Guide customers through the onboarding process, ensuring a smooth transition from activation to service stability.
• Promote adoption of the customer portal, assisting clients in navigating features and best practices.
• Launch and follow up on NPS (Net Promoter Score) surveys after key milestones or case closures, and validate feedback with clients to drive continuous improvement.
• Serve as a liaison between the customer and internal teams such as Finance, Legal, and Pre-Sales for billing, service changes, or contract documentation.
• Identify and report system bugs or user experience issues to the product or development teams.
• Document complex cases, ensure SLA compliance, and create reports that support both technical and commercial decision-making.
• Detect service improvement, upsell, or retention opportunities and coordinate with the appropriate commercial or Customer Success teams.

Requirements:

• Experience: 3+ years in technical customer support, NOC, CX, or similar B2B roles.
• Education: Technical or university degree in Networks, Telecommunications, IT, or related fields (completed or in progress).
• Preferred certification: ITIL Foundation (not mandatory).
• Languages: Native Portuguese, advanced English (spoken and written). Basic Spanish is a plus.
• Technical Knowledge:
  • General understanding of networking and connectivity (BGP, OSPF, MPLS).
  • Familiarity with monitoring tools (Grafana, Kentik, LibreNMS, etc.).
• Tools: Zoho Desk, Zoho CRM, Google Workspace, Excel, Slack.

Ideal Profile:

• Excellent communication skills (both technical and non-technical).
• Customer-focused, with the ability to build trust and strong relationships.
• Proactive, organized, and collaborative mindset.
• Interest in understanding the business and contributing beyond technical resolution.
• Ownership and accountability when handling client experiences.
  

What We Offer

At EdgeUno, we offer a competitive compensation package, training and development opportunities, and a collaborative environment where you'll be part of a technical team committed to operational excellence. We work with purpose to deliver the infrastructure that powers cloud, gaming, streaming, and enterprise expansion in Latin America. Come build the backbone of the internet with us.

Note: Please submit your resume in English. Resumes in other languages may not be considered