Technical Support Specialist (America and EMEA)

Humand; Italia; Remoto; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

Une entreprise dynamique recherche un Spécialiste du Support Technique pour rejoindre son équipe en pleine croissance. Ce rôle clé implique de résoudre des problèmes techniques, d'améliorer les processus de support et de fournir une assistance rapide aux utilisateurs dans le monde entier. Si vous êtes passionné par la technologie et la résolution de problèmes, rejoignez-nous pour apporter du bonheur au monde du travail.

Competenze

• 3+ ans d'expérience en support technique ou service client.
• Compétences intermédiaires en Python pour l'automatisation.
• Excellentes compétences en communication en portugais et anglais.

Mansioni

• Agir comme premier point de contact pour les problèmes techniques.
• Fournir un support de niveau 1 et 2, résoudre ou escalader les problèmes.
• Collaborer avec l'équipe R&D pour reproduire les bugs et recommander des corrections.

Conoscenze

Support technique

Communication

Résolution de problèmes

SQL

Python

Intégration API

Sécurité réseau

Outils de suivi des problèmes

Strumenti

Jira

Zendesk

Redash

Descrizione del lavoro

Technical Support Specialist (America and EMEA)

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 worldwide receive prompt assistance.

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

1. Act as the first point of contact for technical issues via email, chat, and calls
2. Provide 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 clearly with clients, 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 our support services

Requirements:

1. 3+ years of experience in technical support or customer service
2. Intermediate knowledge of Python scripting—ability to run, tweak, and adapt scripts for automation
3. Excellent communication skills in Portuguese and English; Spanish is a bonus
4. Strong SQL skills—ability to write queries and analyze relational data
5. Experience with API integrations and troubleshooting RESTful services
6. Understanding of SSO, SAML, and OTP for secure access
7. Familiarity with Redash or similar reporting tools
8. Knowledge of network security fundamentals (firewalls, VPNs, protocols)
9. Comfortable with issue tracking tools like Jira or Zendesk
10. Availability to attend calls during European working hours (GMT+3)
11. Experience working with remote teams across time zones
12. A 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 be happier and more successful.

Our purpose: Bring happiness to the world of work.

Read more about us at: humand.co

Additional Information

• Tipo di impiego: Altro
• Funzione lavorativa: Informatica

Position Title

Technical Support Specialist - SaaS, 100% Remote

Additional Role

Esperto/a in servizi alle imprese