Activate JobCopilot
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a L2 Technical Support in Brazil.
This role is part of a global technical support organization focused on delivering high-quality assistance for cloud-based and SaaS products used by international clients. You will act as a key problem-solver, handling technical incidents, troubleshooting application issues, and ensuring timely resolution across multiple support channels. The environment is fast-paced and customer-focused, requiring strong analytical thinking and the ability to manage complex technical cases with precision. You will work closely with internal engineering and product teams to reproduce, investigate, and escalate issues when needed. This position also plays an important role in improving knowledge bases and enhancing support processes through documentation and feedback loops. It is an opportunity to grow in a multicultural, fully remote environment while developing advanced technical support expertise.
Accountabilities:
- Provide high-quality technical support through chat, email, and ticketing systems for cloud-based and SaaS applications.
- Troubleshoot and analyze technical issues, including application behavior, logs, and web requests using diagnostic tools.
- Triage, prioritize, and manage incoming support incidents based on severity, impact, and urgency.
- Reproduce issues in test or staging environments to identify root causes and accelerate resolution.
- Gather, document, and structure all relevant technical information to support effective issue resolution.
- Escalate complex or high-priority incidents to engineering or internal teams while ensuring SLA compliance.
- Maintain and improve knowledge base articles and documentation based on resolved cases and recurring issues.
- Collaborate with cross-functional teams to ensure timely resolution and continuous service improvement.
- Stay updated on product changes, tools, and evolving technologies within the supported ecosystem.
- Handle sensitive customer data responsibly while following security and compliance best practices.
Requirements:
- 2–3 years of experience in Technical Support or similar customer-facing technical roles.
- Strong experience supporting SaaS or cloud-based applications in production environments.
- Excellent troubleshooting and analytical skills, including log analysis and issue investigation.
- Experience using tools such as Chrome DevTools to debug web applications and analyze network requests.
- Ability to manage high-priority incidents and assess severity, impact, and urgency effectively.
- Experience reproducing technical issues in test or staging environments for debugging purposes.
- Strong written and verbal communication skills in Native Portuguese and advanced English (C1 or higher).
- Ability to write clear, structured, and professional support documentation and case notes.
- Strong ability to learn complex systems quickly and follow structured operational procedures.
- Proactive, responsible, and customer-oriented mindset with strong problem-solving abilities.
- Nice to have: experience working in global or multilingual support environments.
Benefits:
- Fully remote position with the ability to work from home.
- Fixed schedule aligned with business hours (Brazil time zone).
- Competitive compensation in USD.
- International and multicultural work environment.
- Performance-driven culture with opportunities for continuous learning and development.
- Supportive leadership focused on long-term collaboration and professional growth.
- Employee referral rewards program.
- Healthy work-life balance with a structured workload and supportive policies.
Your email job alert is now active!
