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This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in Brazil.
This role is focused on delivering high-quality technical support for a global, enterprise-grade cloud communication platform used by thousands of organizations worldwide. You will be responsible for troubleshooting and resolving complex incidents involving voice, networking, and cloud-based systems while ensuring a seamless customer experience. Acting as a key point of contact, you will manage customer cases end-to-end, maintaining clear and proactive communication throughout the resolution process. The position requires strong analytical thinking and the ability to diagnose technical issues in structured, SLA-driven environments. You will collaborate closely with engineers, subject matter experts, and cross-functional teams to ensure fast and accurate resolution of incidents. This is a highly customer-focused and technically engaging role within a fast-paced, globally distributed support organization.
Accountabilities:
The Technical Support Engineer is responsible for providing advanced technical assistance, resolving complex incidents, and ensuring high-quality customer support across cloud communication services.
- Provide technical support via phone, email, chat, and screen-sharing sessions to enterprise customers.
- Investigate, troubleshoot, and resolve incidents related to cloud, voice, and networking environments.
- Own customer cases end-to-end, ensuring timely resolution and escalation when necessary.
- Communicate clearly with customers, providing updates, guidance, and expectation management throughout the case lifecycle.
- Document troubleshooting steps, technical analysis, and resolutions in case management systems.
- Contribute to internal knowledge bases, troubleshooting guides, and support documentation.
- Stay updated on product features, releases, and platform changes relevant to support operations.
- Work within defined SLAs while prioritizing cases based on impact and urgency.
- Participate in on-call rotations when required for critical incident support.
Requirements:
This role requires strong technical troubleshooting skills combined with excellent communication abilities and experience in structured support environments.
- 2+ years of experience in technical support, software engineering, or similar technical roles.
- Strong understanding of VoIP, call quality troubleshooting, and PCAP analysis.
- Knowledge of networking fundamentals (NAT, firewalls, latency, jitter, packet loss, codecs, and network topology).
- Familiarity with APIs, integrations, UI behavior, and console log analysis.
- Experience working in SLA-driven, fast-paced support environments.
- Strong written and verbal communication skills.
- Professional English proficiency and advanced Spanish proficiency.
- Ability to manage multiple cases and prioritize effectively under pressure.
- Bachelor’s degree in Computer Science, IT, or equivalent practical experience.
- Bonus: exposure to contact center technologies (PBX, IVR, ACD, CTI, CRM), WFM, scripting, or analytics tools.
Benefits:
- Flexible remote or hybrid work options within Brazil (São Paulo or remote nationwide)
- Competitive compensation aligned with experience
- Global exposure working with enterprise customers in over 100 countries
- Structured learning, mentorship, and career development programs
- Flexible-first culture supporting work-life balance
- Paid time off, well-being programs, and volunteer days
- Opportunities to work with cutting-edge AI-powered cloud communication technologies
- Inclusive, collaborative, and internationally distributed team environment
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