Technical Support Specialist - Bilingual Portuguese

Role overview This role provides expert technical assistance to customers and partners of a connected transportation and IoT platform. The specialist diagnoses and resolves complex hardware and software issues for telematics devices, fleet management software, and integrated partner technologies such as cameras and keyless systems. The work is part of a 24/7 global support operation requiring rotating shift coverage.

Responsibilities - Respond to inbound technical inquiries from customers, partners, and internal teams via phone, chat, and email - Configure and troubleshoot database setups, user accounts, reporting rules, device errors, network communications, and portal settings - Diagnose hardware and software problems spanning connectivity, installation, and platform functionality - Coordinate device returns and accessory exchanges with internal departments - Escalate unresolved complaints and critical concerns to management - Document cases thoroughly and protect the confidentiality of customer information - Contribute to global strategic initiatives that improve the support function

Requirements - Fluent written and spoken English and Portuguese - Post-secondary diploma or degree in Engineering, Computer Science, or a related technical field - 1-3 years of technical support or related experience - Strong technical aptitude, including exposure to programming languages and big data applications - Demonstrated ability to explain technical concepts clearly to non-technical audiences - Willingness to work rotating shifts across days, evenings, nights, weekends, and holidays

Benefits and work setup - Hiring range of $52,300-$60,500 CAD for base salary - Hybrid working model with both in-person and virtual options supported - Remote work requires a reliable internet connection of at least 50 Mbps down / 10 Mbps up - Cloud-based applications and asynchronous collaboration tools are provided - Emphasis on work-life balance with online social events and team gatherings