Who we are?

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 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 chats, emails and tickets;
• Managing troubleshooting processes related to cloud-based and SaaS applications;
• Triage and prioritize support tickets based on severity, impact and urgency;
• Reproduce incidents in test or staging environments to identify root causes and support faster resolution;
• Gather and document all relevant information needed to investigate and resolve customer issues;
• Escalate unresolved or high-priority incidents to internal teams while ensuring SLA compliance;
• Proactively identify, reproduce, and manage incidents in test or staging environments to support faster resolution;
• Contribute to continuous improvement by documenting solutions, creating knowledge base articles and analysing customer feedback and complaints;
• Keep up with evolving tools and technology;
• Handle sensitive customer data with care and security;
• Apply the latest and greatest customer happiness practices;
• Maintain deep understanding of client solutions and meet KPI;
• Communicate with other teams;

What you need to succeed in this role:

• Excellent written and verbal communication skills in Native Portuguese and English (at least C1 for spoken and written);
• 2 to 3 years of Technical Support experience;
• Experience supporting cloud-based platforms or SaaS applications in production environments;
• Strong troubleshooting and analytical skills, including the ability to analyse application logs and investigate technical issues;
• Troubleshooting of web applications to analyze requests and errors using tools such as Chrome DevTools;
• Ability to manage high-priority incidents, assess severity and impact, and reproduce issues in test or staging environments;
• Ability to quickly learn the product ecosystem and follow precise procedures;
• Experience writing professional, well-structured notes on support cases;
• Positive, proactive and responsible attitude
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Benefits:

• Fixed schedule: Monday to Friday, from 16:00 to 00:00 GMT+3 (10:00 to 18:00 Brasília time);
• 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 and send us your CV in English to collaborate with us!

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

Know someone perfect for the role? Refer them and get rewarded!

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 job code: 2ZD