(native Portuguese and English C1) Technical Support Consultant (remote)

SupportYourApp

1d•Remote

About The Position

SupportYourApp is a global leader in Intelligent Support-as-a-Service, partnering with tech companies and industry leaders in over 30 countries since 2010. They provide secure customer and technical support globally, supporting clients in 60 languages across diverse industries. This role offers the opportunity to be part of a leading SaaS, software, or hardware solutions provider, working in a multicultural and multilingual environment from a home office. The company emphasizes a People First management approach, encouraging skill development and goal achievement.

Requirements

Excellent written and verbal communication skills in Native Portuguese and English (at least C1 for spoken and written).
2 to 3 years of Technical Support experience.
Experience supporting cloud-based platforms or SaaS applications in production environments.
Strong troubleshooting and analytical skills, including the ability to analyze application logs and investigate technical issues.
Troubleshooting of web applications to analyze requests and errors using tools such as Chrome DevTools.
Ability to manage high-priority incidents, assess severity and impact, and reproduce issues in test or staging environments.
Ability to quickly learn the product ecosystem and follow precise procedures.
Experience writing professional, well-structured notes on support cases.
Positive, proactive, and responsible attitude.
Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Responsibilities

Deliver outstanding technical support via chats, emails, and tickets.
Manage troubleshooting processes related to cloud-based and SaaS applications.
Triage and prioritize support tickets based on severity, impact, and urgency.
Reproduce incidents in test or staging environments to identify root causes and support faster resolution.
Gather and document all relevant information needed to investigate and resolve customer issues.
Escalate unresolved or high-priority incidents to internal teams while ensuring SLA compliance.
Proactively identify, reproduce, and manage incidents in test or staging environments to support faster resolution.
Contribute to continuous improvement by documenting solutions, creating knowledge base articles, and analyzing customer feedback and complaints.
Keep up with evolving tools and technology.
Handle sensitive customer data with care and security.
Apply the latest and greatest customer happiness practices.
Maintain a deep understanding of client solutions and meet KPIs.
Communicate with other teams.

Benefits

Fixed schedule: Monday to Friday, from 16:00 to 00:00 GMT+3 (10:00 to 18:00 Brasília time).
Opportunity to cooperate fully remotely.
Inclusive international environment.
Compensation in USD.
Rewards for referring friends.
Balance between project workload and personal time.
Internal health policy.
Responsive leadership interested in your development and long-lasting cooperation.
Greenhouse conditions for self-development.
A culture built on trust, with no time-tracking requirements.