Activate JobCopilot
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Support Specialist based in Brazil.
This role sits at the intersection of customer experience, product knowledge, and technical troubleshooting within a fast-paced, global SaaS environment. You will act as a key point of contact for customers, helping them navigate the platform, resolve technical issues, and maximize value from the product. The position requires a proactive, solution-oriented mindset, as you will own customer interactions from first contact through resolution or escalation. You will collaborate closely with product, success, and engineering teams to identify issues, improve usability, and enhance the overall customer journey. This is a highly hands-on support role where curiosity, communication skills, and technical understanding directly shape customer satisfaction. You will also contribute to improving help resources and internal processes to make the support experience faster, smarter, and more scalable.
Accountabilities:
Provide end-to-end technical and product support to customers across multiple channels, ensuring timely resolution of issues and a high-quality customer experience
- Manage customer inquiries through support tools and direct communications, including chat, email, and occasional video calls
- Own issues from initial contact through resolution or escalation, ensuring clear communication and follow-up throughout the process
- Troubleshoot product and technical problems using knowledge of web technologies, APIs, and platform functionality
- Collaborate with product and engineering teams to report bugs, surface user feedback, and suggest improvements
- Identify gaps in documentation and contribute to improving help center content and internal knowledge bases
- Track support performance metrics and maintain a strong focus on response time, resolution quality, and customer satisfaction
Requirements:
1–2 years of experience in technical support, customer support, or a troubleshooting-focused environment within a SaaS or digital product context
- Solid understanding of web fundamentals including HTML, CSS, JavaScript basics, and APIs
- Familiarity with support and productivity tools such as Intercom, Jira, Slack, or similar platforms
- Strong problem-solving skills with the ability to diagnose issues, research solutions, and act independently when needed
- Excellent communication skills with the ability to explain technical concepts clearly and empathetically
- Strong customer-first mindset with a focus on delivering positive user experiences
- Ability to adapt in a fast-changing environment with evolving tools, workflows, and priorities
- Experience working with KPIs or performance metrics in a support or operations environment is a plus
Benefits:
- Fully remote work with global team collaboration
- International environment with diverse, multicultural teams
- Competitive paid time off and flexibility to support work-life balance
- Health insurance coverage (with employer contribution fully covered in some plans)
- Home office support and remote work equipment assistance
- Learning and development budget to support continuous growth
- Co-working space support for those who prefer hybrid working environments
- Mental health and well-being initiatives
- Inclusive, feedback-driven culture that encourages autonomy and continuous improvement
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