Technical Support Specialist

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 with accurate categorization, prioritization, and timely handling
• Provide initial troubleshooting and clear, friendly responses to customers
• Resolve common issues involving cloud marketplace setup, private offer workflows, CRM sync problems, billing discrepancies, usage reporting, access control, UI concerns, and configuration questions
• Use predefined macros and workflows in Pylon to maintain consistency in responses and processes
• Meet established SLAs for response times and ticket updates
• Keep internal knowledge base documentation current and comprehensive
• Tier 2 — Advanced Investigation & Root Cause Analysis
• Take ownership of technical issues escalated from Tier 1 that require deeper investigation
• Reproduce issues in staging environments and gather all necessary details to understand the problem thoroughly
• Troubleshoot complex API, webhook, integration, and metering issues to determine root causes
• Identify potential bugs or systemic problems and document clear technical notes for Tier 3 escalation
• Improve operational efficiency by flagging repeatable issues and updating documentation or workflows accordingly
• Tier 3 — Escalation Path (Engineering & Customer Success)
• Escalate issues to Engineering when backend or product-level work is required and create complete Tier 3 tickets in ClickUp with clear steps, supporting evidence, and business impact
• Maintain proactive follow-up with Engineering and validate fixes in staging before closing customer tickets
• Communicate timelines, progress, and resolutions back to customers and Customer Success
• Engage Customer Success when issues impact key accounts, revenue-sensitive workflows, marketplace go-live timelines, private offers, or co-sell opportunities
• Provide concise impact summaries to CS and join customer calls when cross-team coordination is needed
• Ensure smooth alignment across Support, Customer Success, and Engineering so customers receive 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