(Fluent English) L2 Technical Support Consultant (LATAM, Global)

SupportYourApp; Brasília; Remote; BRL 281,000 - 450,000; Full time

Benefits offered by this job

Flexible schedule

Fully remote cooperation

International environment

USD compensation

Referral rewards

Supportive leadership

Job summary

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders in 30+ countries since 2010 to deliver secure customer and technical support. We seek a L2 Technical Support Consultant to join our multicultural, multilingual team and thrive in a home-office setup.

You will deliver outstanding technical support via emails, phone calls and chats, take ownership of issues, analyze and resolve complex inquiries, and contribute to knowledge base

Qualifications

• 1–2 years in Technical Support Engineer or similar role.
• Experience with Windows and Linux CLI required.
• Diagnosing and resolving hardware-related issues.
• Strong understanding of hardware and software interactions.
• Experience analyzing system logs to diagnose problems.
• Customer-oriented with responsible attitude.
• Home office setup: PC with at least 8GB RAM and stable internet.

Responsibilities

• Deliver technical support via emails, calls, and chats.
• Take ownership of reported issues and triage them as needed.
• Analyze and resolve customer inquiries with technical issues or feedback.
• Escalate to internal teams when needed.
• Maintain records of failures, maintenance activities, and bugs.
• Contribute to and maintain the company's support knowledge base.
• Ensure compliance with SLAs.

Skills

English (C1)

Customer-focused

Troubleshooting

CLI (Windows/Linux)

Hardware diagnostics

Logs analysis

Remote work setup

Tools

Windows OS

Linux OS

Hardware diagnostics tools

Job description

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world's leading SaaS, software, or hardware solutions? Join our community as a L2 Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

• Deliver outstanding technical support via emails, phone calls and chats;
• Take ownership of technical issues reported by customers and triage them as needed;
• Analyze and resolve customer inquiries containing technical issues or feedback;
• Follow procedures for proper escalation to relevant internal teams and key stakeholders;
• Maintain accurate records of failures, maintenance activities, and bugs;
• Contribute to and maintain the company's support knowledge base and related documentation;
• Ensure compliance with the company's Service Level Agreements (SLAs)

What you need to succeed in this role:

• Excellent English communication skills (C1 for both spoken and written);
• At least 1-2 years of proven experience in a Technical Support Engineer, Systems Administrator, or Advanced Support Specialist role;
• Hands-on experience with Windows and Linux operating systems, with a strict emphasis on command-line interface (CLI) and terminal-based management;
• Hands-on experience in diagnosing, troubleshooting, and resolving hardware-related issues in technical environments;
• Solid understanding of hardware and software interactions, including how system components work together to ensure functionality and performance;
• Experience navigating and analyzing system logs, extracting relevant information, and interpreting data to identify and diagnose technical issues;
• Strong troubleshooting and analytical skills, with the ability to investigate complex technical issues, adapt to changing situations, and identify effective solutions;
• Customer-oriented and responsible attitude;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps-download and 40 Mbps-upload)

Will be a great plus:

• Experience with UAV/UAS systems, flight controllers, or embedded hardware;
• Hands-on experience with network-related architecture and cloud-based systems;
• Experience with and understanding of firewalls and port configuration;
• Experience with remote hardware debugging and low-level system diagnostic tools

Benefits:

• Flexible schedule;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also - 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
• The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity.

Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

Internal code: 4E3