Technical Support Consultant I (Tier 2 Support)

Accruent; São Paulo; Presencial; BRL 60 000 - 90 000; Tempo integral

Resumo da oferta

Accruent is seeking a Technical Support Consultant I to resolve advanced product issues and support customers across SaaS and on‑prem environments. You’ll investigate escalated incidents, analyze logs, APIs, and configurations, and reproduce problems in test environments to validate fixes.

You will collaborate with Engineering and Product teams, document steps and solutions, and contribute to knowledge base improvements.

Qualificações

• 2-4 years in technical support or related field.
• Experience troubleshooting multi‑tier apps, web apps, APIs, databases, auth systems.
• Strong analytical and problem‑solving abilities with clear communication.

Responsabilidades

• Investigate and resolve escalated incidents needing advanced troubleshooting.
• Analyze logs, configurations, APIs, integrations, and releases to find root causes.
• Reproduce issues in test/sandbox environments to validate fixes.
• Deliver clear, actionable solutions or workarounds to customers and teams.
• Collaborate with Engineering/Product to address defects and enhancements.
• Document steps, findings, and resolutions in knowledge systems.
• Identify trends and suggest process/documentation improvements.
• Create technical docs and support Tier 1 capability materials.
• Manage escalations with ownership and timely communication.
• Participate in on‑call rotation as required.

Conhecimentos

Troubleshooting

APIs

Logs analysis

Customer support

Documentation

Communication

Ferramentas

SQL

Observability tools

Descrição da oferta de emprego

Technical Support Consultant I (Tier 2 Support)

Why You Should Join?

Are you passionate about solving complex technical challenges and helping customers succeed? As a Technical Support Consultant I, you'll play a critical role in resolving advanced product and application issues that require deeper technical investigation. You'll work closely with Customer Support, Engineering, and Product teams to deliver exceptional customer experiences, improve product quality, and help shape support best practices.

This role offers the opportunity to develop technical expertise, influence operational improvements, and contribute directly to customer success.

What You'll Do?

• Investigate and resolve escalated customer incidents and service requests that require advanced troubleshooting and technical analysis.
• Analyze application logs, system configurations, APIs, integrations, authentication mechanisms, and release changes to identify root causes.
• Reproduce reported issues in test or sandbox environments to validate behavior and accelerate resolution.
• Deliver clear, accurate, and actionable solutions or workarounds to customers and internal stakeholders.
• Partner with Engineering and Product teams to address software defects, performance issues, compatibility concerns, and product enhancements.
• Document troubleshooting processes, findings, and resolutions within support systems and knowledge management tools.
• Identify recurring trends and recommend improvements to support processes, documentation, monitoring, and system reliability.
• Contribute to knowledge-sharing initiatives by creating technical documentation and supporting the development of Tier 1 support team capabilities.
• Manage escalations effectively, ensuring timely communication, ownership, and resolution.
• Participate in an on‑call support rotation as required. On‑call schedules and requirements may vary based on business needs, customer commitments, regional regulations, and team requirements.

What You Bring?

Required Qualifications

• 2-4 years of experience in technical support, application support, product support, IT operations, or a related field.
• Experience troubleshooting multi‑tier applications, including web applications, APIs, databases, and authentication systems.
• Understanding of IT service management practices, including incident management, problem management, and knowledge management.
• Strong analytical and problem‑solving skills with the ability to investigate and resolve complex technical issues.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively across technical and non‑technical teams.

Preferred Qualifications

• Experience supporting SaaS applications or cloud‑based platforms.
• Exposure to scripting, automation, or SQL‑based troubleshooting.
• Experience working directly with software engineering or product development teams.
• Familiarity with observability, monitoring, or telemetry platforms.

What You'll Get?

• Opportunity to work on complex technical challenges and develop advanced troubleshooting expertise.
• Exposure to cross‑functional collaboration with Engineering and Product teams.
• Continuous learning and professional development opportunities.
• A supportive, knowledge‑sharing team environment.
• Opportunities to contribute to process improvements and operational excellence.
• Career growth pathways within Technical Support, Operations, Engineering, and Customer Success teams.
• Competitive compensation and benefits package.
• Flexible work arrangements where applicable.

Core Competencies

• Critical Thinking
• Customer Focus
• Collaboration and Teamwork
• Clear Communication

Success Measures

Performance May Be Evaluated Through Metrics Such As

• Average Time to Resolve (TTR)
• Responsiveness to Tier 1 escalation requests
• Case follow‑up and communication quality
• Knowledge base article creation and contribution
• Customer satisfaction and resolution effectiveness
• Escalation ownership and resolution outcomes

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high‑impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward‑looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission‑critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential- your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Accruent

Personal development and becoming the best you is all about growth and exploring new skills and opportunities - both in and out of the office. At Accruent, we call this Grow Without Limits, and we’re proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you.

Accruent is a leading provider of solutions for unifying the built environment -spanning real estate, physical and digital assets, and the integrated technology systems that connect and control them. Accruent continues to set new expectations for how organizations can use data to transform how they manage their facilities and assets. With U.S. headquarters in Austin, Texas, Accruent serves over 5,000 customers in a wide range of industries in more than 100 countries worldwide.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [e-mail].