Technical Support Agent - Brazil, 9 - 6pm BRT

Role overview

Help business users get timely, effective assistance with a software platform used for important operational workflows. You’ll respond to chat and email questions, investigate product and integration problems, and work with customer success, solutions, product, and engineering colleagues to resolve issues and improve the support experience. The stated schedule is 9 a.m. to 6 p.m. Brazil time.

Responsibilities

- Respond to customer questions through live chat and email, with a focus on a fast first response. - Diagnose product and integration issues, involving support engineers or product teams when escalation is needed. - Test API endpoints and run basic SQL queries to investigate or validate reported behavior. - Review session data to understand customer activity and reproduce problems. - Coordinate with customer success and solutions colleagues during onboarding and after launch. - Record resolutions, maintain support macros and knowledge articles, and identify recurring issues or process improvements.

Requirements

- Typically one to three years of technical support experience for a SaaS product. - Strong written and verbal communication, with the ability to explain technical issues clearly and concisely. - Skill in translating complex topics for users without a technical background. - Organized, proactive approach and comfort working in a fast-moving environment. - A sense of urgency balanced with care for response quality.

Nice to have

- Experience with API testing, SQL, customer support systems, or session replay tools. - Background in a startup or early-stage team, including helping develop support processes or playbooks. - Experience supporting nontechnical users in industrial, logistics, or distribution settings. - Experience improving support workflows, response templates, or dashboards.

Benefits and work setup

- Remote-first, flexible work in a distributed team.