Av/Desktop It Support Specialist Iii

buscojobs Brasil; São Paulo; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading fintech company in Brazil is looking for a remote full-time Technical Support Specialist. This role requires strong communication skills in English and either Spanish or Portuguese, alongside over 3 years of experience in technical support. You'll troubleshoot complex issues and collaborate with various teams, contributing to improved customer satisfaction and product quality. The company values innovative thinking and offers competitive benefits, including paid time off.

Serviços

15 days PTO

Work with smart, creative people

Recognized contributions

Qualificações

• 3+ years of experience in technical support, preferably in a SaaS or enterprise software environment.
• Experience reading logs, querying data, and diagnosing back-end issues.
• Desire to work in a client-centric environment that loves technology.

Responsabilidades

• Serve as the escalation point for Tier 2 on complex, technical customer support issues.
• Troubleshoot software bugs, data anomalies, and performance concerns.
• Collaborate with Engineering and Product teams to diagnose root causes.

Conhecimentos

Bilingual in English and either Spanish or Portuguese

Strong troubleshooting skills

Excellent communication abilities

Experience working with product and engineering teams

Ferramentas

Python

Descrição da oferta de emprego

Overview

We are seeking a remote, full-time Technical Support Specialist with experience in Tier 3 software support, who is bilingual in English and either Spanish or Portuguese. You will join the Customer Services team of our U.S. client. You\'ll investigate, diagnose, and resolve challenging product and integration problems, all while collaborating closely with Product, Engineering, and Tier 1 & 2 Support. Your work will directly impact customer satisfaction, product quality, and long-term scalability of our support operations.

Our client is a fintech company that provides commodities managers with task automation and timely insights on their trades, including risk exposure, positions, and profits and losses. With over 5 million trades on its SaaS platform, the company is an award-winning industry leader that counts among its customers some of the world\'s largest financial firms. Our client is growing rapidly and is seeking innovative, bold risk-takers to advance its product strategy of market disruption and expansion.

Responsibilities

• Serve as the escalation point for Tier 2 on complex, technical customer support issues
• Troubleshoot software bugs, data anomalies, API issues, performance concerns, and environment-specific problems
• Collaborate with Engineering and Product teams to diagnose root causes, document findings, and follow through on resolutions
• Reproduce customer issues, collect logs, analyze error messages, and recommend workarounds when necessary
• Maintain deep knowledge of the client\'s platform, integrations, APIs, and system behavior
• Contribute to internal documentation and knowledge sharing to improve team-wide troubleshooting
• Identify patterns in support cases and provide insights to Product and Engineering for continuous improvement
• Participate in post-incident reviews and ensure learnings are translated into process or product changes

Required Experience

• Excellent English and either Spanish or Portuguese communication skills
• 3+ years of experience in technical support, including Tier 3 support, preferably in a SaaS or enterprise software environment
• Strong troubleshooting skills and technical fluency, such as experience reading logs, querying data, and diagnosing back-end issues
• Excellent communication ability, translating technical details into clear explanations for customers and internal teams
• Experience working with product and engineering teams to resolve bugs or product limitations
• Experience in energy trading, ETRM/CTRM software, financial, or ERP systems
• Desire to work in an environment that:
  • Maintains a client-centric approach to building products
  • Strives to maintain a world-class organization
  • Loves technology
  • Proven ability to stay self-motivated, work hard, own problems from start to finish, and bring order from chaos
  • Demonstrated ability to work independently or as part of a broader team
  • Trustworthy, team-oriented, transparent, and fun

Preferred Experience

• Experience with Python

Additional Information

• Know that your ideas are heard and matter. Think big!
• Own your job and be recognized for your contributions
• Work with smart, creative people
• Making mistakes is human. Let\'s learn from them and be transparent!
• Be recognized as an individual, no presumptions or judgment. Be the extraordinary you!
• 15 days PTO, one floating day, three sick days, and designated national holidays
• Start: ASAP