Technical Support Specialist (America and EMEA)

Humand; Brasil; Teletrabalho; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A fast-growing startup in Brazil is seeking a Technical Support Specialist for America and EMEA. The role involves resolving technical issues, delivering support, and collaborating with the R&D team. Ideal candidates will have strong technical skills, excellent communication abilities in Portuguese and English, and a passion for problem-solving. Join us to empower organizations and enhance their HR processes.

Qualificações

• 3+ years of experience in technical support or customer service.
• Intermediate knowledge of Python scripting.
• Strong SQL skills and experience with API integrations.

Responsabilidades

• Act as the first point of contact for technical issues.
• Deliver Level 1 and 2 support efficiently.
• Communicate with clients clearly, providing updates.

Conhecimentos

Technical Support

Customer Service

Python scripting

SQL

API integrations

Network security fundamentals

Issue tracking tools

Communication in Portuguese

Communication in English

Communication in Spanish

Ferramentas

Jira

Zendesk

Redash

Descrição da oferta de emprego

Technical Support Specialist (America and EMEA)

Join to apply for the Technical Support Specialist (America and EMEA) role at Humand.

At Humand, we empower organizations to transform their internal communication, culture, and human resources processes all in one place.

Interested in being at the forefront of HR’s digital evolution?

We’re looking for a Technical Support Specialist to join our fast-growing team supporting customers in America and Europe. You’ll be the frontline hero for our clients — resolving technical issues, improving support processes, and ensuring users across the globe get quick help.

This is a high-impact, cross-functional role ideal for someone who thrives in fast-paced, collaborative environments and loves digging into the details to find root causes.

1. Act as the first point of contact for technical issues via email, chat, and calls.
2. Deliver Level 1 and 2 support, resolving or escalating issues efficiently.
3. Collaborate with our R&D team to replicate bugs and recommend fixes.
4. Ensure SLA targets are met for response and resolution times.
5. Communicate with clients clearly, providing updates and guidance.
6. Maintain accurate documentation of technical issues and solutions.
7. Lead training sessions to empower clients with self-service skills.
8. Present weekly reports to clients and internal stakeholders.
9. Suggest improvements to enhance support quality.

Minimum qualifications:

• 3+ years of experience in technical support or customer service.
• Intermediate knowledge of Python scripting — ability to run, tweak, and adapt scripts for automation.
• Excellent communication skills in Portuguese and English; Spanish is a bonus.
• Strong SQL skills — ability to write queries and analyze relational data.
• Experience with API integrations and troubleshooting RESTful services.
• Understanding of SSO, SAML, and OTP for secure access.
• Familiarity with reporting tools like Redash.
• Basic knowledge of network security fundamentals (firewalls, VPNs, protocols).
• Comfortable with issue tracking tools like Jira or Zendesk.
• Availability to attend calls during European working hours (GMT+3).
• Experience working with remote teams across time zones.
• Methodical, empathetic problem solver with high attention to detail.

If you’re passionate about technology and problem-solving and want to be part of a fast-growing startup, we’d love to have you on board!

Our mission is to empower people at work to make them happier and more successful.

Our purpose: Bring happiness to the world of work.

Read more about us at: humand.co