Technical Support Agent - Brazil, 12-9pm BRT

Role overview Provide timely technical support to business users of a software platform, helping them resolve product and integration issues and use its tools effectively. The work combines customer communication, hands-on investigation, and coordination with product, engineering, and customer success teams. The listed schedule is 12–9 p.m. Brazil time.

Responsibilities - Respond to customer questions through live chat and email, aiming for a one-minute average first response. - Troubleshoot product and integration problems, escalating complex cases to support engineering or product teams. - Test API endpoints and run basic SQL queries to investigate and validate issues. - Review session recordings or activity data to understand customer behavior and diagnose problems. - Coordinate with customer success and solutions colleagues during onboarding and after launch. - Record fixes, maintain support materials, and flag recurring issues for process or product improvements.

Requirements - Typically 1–3 years of experience providing technical support for a SaaS product. - Strong written and verbal communication, including the ability to explain technical topics to non-technical users. - Organized, proactive approach and comfort working in a fast-moving environment. - Sense of urgency and care for both response speed and solution quality.

Nice to have - Experience with tools such as Postman, Zendesk, or FullStory. - Background in a startup or early-stage setting, especially helping develop support processes, playbooks, macros, or dashboards. - Experience supporting non-technical users in industrial, logistics, or distribution settings.

Benefits and work setup The role is described as remote-first and flexible, with a distributed team across North and South America.