Bilingual Technical Support

Onsign; Florianópolis; On-site; BRL 67,000 - 112,000; Full time

Benefits offered by this job

Meal/food allowance

Health insurance (Unimed) with 20% co‑

Dental insurance (Uniodonto) with noCo

Gym reimbursement

Life insurance

PLR (profit-sharing)

Language learning support

Job summary

OnSign TV seeks a Technical Support specialist to join our on-site team in Trindade, Florianópolis. You will help customers solve medium to high complexity issues, analyze tickets, and improve support processes.

The ideal candidate combines strong technical and communication skills, enjoys hands-on experimentation, and collaborates with product and engineering teams to deliver real-world solutions. Portuguese and English communication is required.

Qualifications

• Technical or college degree in Information Systems, Computer Science, Software Development, or related field.
• Experience with technical support and ticket management.
• Good understanding of SLAs, ticket prioritization, incident management, and troubleshooting.
• Knowledge of operating systems, networking, connectivity, APIs, and integrations.
• Advanced/fluent English.

Responsibilities

• Handle, analyze, prioritize, and follow up on support tickets, ensuring SLAs are met and customers are updated.
• Troubleshoot issues related to our platform, players, devices, OS, networks, and integrations.
• Check logs, reproduce issues, and investigate root causes.
• Triage and escalate technical issues to Development or other teams with context and steps.
• Create and update technical documentation and knowledge base content.
• Support documentation of releases and deployments, tracking changes and procedures.
• Identify recurring issues and suggest improvements to support processes.
• Communicate with customers in Portuguese and English, both in writing and on calls.

Skills

Technical support

Ticket management

SLA management

Troubleshooting

Documentation

Advanced English

Education

Information Systems/CS degree

Tools

SQL

REST/GraphQL

Knowledge Base tools

Monitoring tools

Job description

About OnSign

At OnSign TV, we build technology that helps brands and organizations communicate through screens, anywhere in the world. We are a global company with a collaborative and people-first culture, present in more than 100 countries and trusted to power over 200,000 connected screens.

Our Culture

We value respect, collaboration, flexibility, ownership, attention to detail, and continuous learning. These principles guide how we work, make decisions, and grow together as a team. Here you will find a welcoming and supportive environment, where learning and development are encouraged. Our office provides a comfortable workspace with a fully equipped kitchen, snacks, coffee, and beverages. The office is surrounded by restaurants and local businesses, making it a convenient and enjoyable place to work.

About the role

We’re looking for someone to join our Technical Support team, helping customers solve medium and high-complexity technical issues. You’ll work closely with customers and internal teams, investigating problems, finding solutions, and helping us improve our support processes and documentation.

This is an on-site role based in Trindade, Florianópolis (mandatory)

This role is ideal for people who combine strong technical and communication skills. The ideal candidate loves technology, enjoys hands-on experimentation, and thrives on collaborating with different people to implement real-world, impactful solutions.

If you don’t meet every requirement listed — except for those explicitly stated as mandatory — but are excited to learn and grow, we still encourage you to apply. Many aspects of this role are learned and developed throughout your journey with us.

What you’ll do

• Handle, analyze, prioritize, and follow up on support tickets, making sure SLAs are met and customers are kept updated;
• Troubleshoot issues related to our platform, players, devices, operating systems, networks, and integrations;
• Check logs, reproduce issues, run tests, and investigate possible root causes;
• Triage and escalation technical issues to Development or other teams, providing the context, evidence, and troubleshooting steps needed;
• Help the Support team with more complex cases and troubleshooting procedures;
• Create and update technical documentation, turning recurring issues and solutions into articles, tutorials, procedures, and knowledge base content;
• Support the documentation of releases and deployments, keeping track of changes, impacts, procedures, and other relevant information for Support and other teams;
• Spot recurring issues and opportunities to improve our support processes based on what you see in tickets;
• Communicate with customers and partners in Portuguese and English, both in writing and on calls.

What we’re looking for

• Technical or college degree, completed or in progress, in Information Systems, Computer Science, Software Development, or a related field;
• Previous experience with technical support and ticket management;
• Good understanding of SLAs, ticket prioritization, incident management, and troubleshooting;
• Ability to investigate technical issues using logs, evidence, and testing;
• Knowledge of operating systems, networking, connectivity, APIs, and integrations;
• Knowledge or experience with SQL;
• Good organization and technical documentation skills;
• Advanced/fluent English, especially for written technical communication;
• Curiosity and a genuine interest in understanding how things work.

Nice to have

• Experience supporting B2B SaaS products;
• Knowledge of Android, Windows, Linux, macOS, webOS, Tizen, ChromeOS, or BrightSign;
• Familiarity with embedded hardware and media devices;
• Knowledge of REST/GraphQL;
• Experience with Knowledge Base, monitoring, or observability tools;
• Intermediate Spanish.
• Meal or food allowance of R$ 1.300 per month;
• Health insurance (Unimed) with 20% co-payment;
• Dental insurance (Uniodonto) with no co-payment;
• Gym allowance with reimbursement of up to R$ 250 per month;
• Life insurance;
• Profit-sharing program (PLR), based on company results;
• Language learning support.