Junior Support Engineer

ActiveState; São Paulo; Híbrido; BRL 54 813 - 82 220; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Growth potential in a stable company

Opportunity to change developer experiences

Resumo da oferta

ActiveState is seeking a Customer Success team member to support technical inquiries and manage support tickets. This role requires clear communication and organization skills, suitable for someone with 1-2 years of experience in technical support. Responsibilities include reviewing, categorizing support tickets, ensuring timely responses, and maintaining documentation. Familiarity with software tools like Salesforce and Jira is essential. This position is based in São Paulo, Brazil, offering growth potential in a stable company environment.

Qualificações

• 1-2 years of experience in a technical support or customer-facing role.
• Strong written communication skills and attention to detail.
• Familiarity with basic software development or IT concepts.

Responsabilidades

• Review and categorize incoming support tickets.
• Send timely initial responses to customers.
• Monitor the support queue to ensure tickets are moving forward.
• Capture detailed notes on each ticket.
• Identify tickets requiring escalation to engineering.
• Track open tickets and proactively follow up.
• Flag recurring issues for team discussion.
• Help maintain internal and customer-facing documentation.

Conhecimentos

Technical support experience

Communication skills

Attention to detail

Organization skills

Familiarity with software tools

Self-directed

Formação académica

Degree or Diploma in Computer Science or related field

Ferramentas

Salesforce

Jira

Freshdesk

Descrição da oferta de emprego

Description

ActiveState enables enterprise development teams to improve their security posture and increase developer productivity so they can deliver secure, working applications faster using secure open source software, which can be consumed as libraries and dependencies, secure containers, or runtimes, either directly from ActiveState’s website, portal, or command-line interfaces or via integration with other tools within our customers’ environments.

Department: Customer Success

Location: South America

Compensation: $1,000 - $1,500 / month

About You

You’re someone who gets satisfaction from bringing order to chaos. Incoming tickets, ambiguous requests, and competing priorities are part of your day to day. You know how to read a support request, figure out what’s actually being asked, and make sure it lands with the right person. You’re not easily overwhelmed, and you follow through.

You have some technical background, whether from a degree, a bootcamp, or just hands‑on experience tinkering. You don’t need to be a seasoned engineer, but you need to be comfortable reading error messages, understanding basic software concepts, and asking smart questions when something doesn’t make sense. You know that good support starts with actually understanding the problem.

Your communication is clear, professional, and human. You write well, you know how to ask for the right information without being annoying, and you treat customers like people. This role is a great launchpad for someone who wants to grow in technical support, customer success, or operations.

Key Responsibilities

• Ticket Triage: Review and categorize incoming support tickets, assess priority and severity, and route them to the appropriate team member or queue.
• First Response: Send timely, clear, and professional initial responses to customers, acknowledging their issue and setting expectations on next steps.
• Queue Management: Monitor the support queue throughout the day to ensure tickets are moving forward and nothing is stalled or missed.
• Issue Documentation: Capture detailed notes on each ticket, including steps to reproduce, customer environment details, and any troubleshooting already attempted.
• Escalation Coordination: Identify tickets that require engineering or product involvement and elevate with full context so handoffs are seamless.
• Follow-Up: Track open tickets and proactively follow up with customers and internal team members to keep issues moving toward resolution.
• Process Improvement: Flag recurring issues or patterns in the queue and surface them to the team to inform documentation or product fixes.
• Knowledge Base Contribution: Help maintain and update internal and customer-facing support documentation based on common questions and resolved tickets.

Skills, Knowledge and Expertise

• 1-2 years of experience in a technical support, helpdesk, or customer-facing technical role
• Comfortable working with software tools, ticketing systems (e.g., Salesforce, Jira, Freshdesk), and basic troubleshooting workflows
• Strong written communication skills with a clear, professional tone
• High attention to detail, especially when documenting issues and managing multiple tickets simultaneously
• Ability to prioritize and stay organized in a fast-moving queue environment
• Familiarity with basic software development or IT concepts (command line, logs, environment configs, etc.)
• Self‑directed and reliable, especially in a remote/async work environment

Nice to Haves

• Technical certifications (CompTIA, Cloud, or DevOps related).
• Degree or Diploma in Computer Science, Information Technology, or a related field.
• Hands‑on experience with APIs or system integration projects.
• Prior exposure to open source software, DevSecOps, or enterprise development environments.
• Exposure to Python or other scripting languages
• Experience working in a fully remote team

Benefits

• Working for a stable and growing company that offers the environment and personal growth potential of a start‑up as well as the stability of a business with established revenue.
• The chance to work with a smart, enthusiastic team of people.
• The chance to work on a project that will change the work lives of developers around the world, including your own!