Technical Support Engineer

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Engineer in Brazil.

This role is centered on delivering high-quality technical support for a global cloud-based customer experience platform used by organizations worldwide. You will act as a key point of contact for customers, diagnosing and resolving complex technical issues across cloud, voice, and networking environments. The position requires strong analytical thinking and the ability to manage end-to-end case ownership while maintaining clear and consistent communication with users. You will work in a structured, SLA-driven support environment where prioritization, precision, and responsiveness are essential. Collaboration is a core part of the role, as you will regularly engage with internal experts and cross-functional teams to resolve escalated incidents. It is a dynamic, customer-facing technical position ideal for professionals who enjoy problem-solving and continuous learning in a fast-paced environment.

• Provide technical support to customers through phone, email, chat, and screen-sharing sessions, ensuring timely and effective resolution of issues.
• Investigate, troubleshoot, and resolve incidents involving cloud services, voice systems, and networking components.
• Manage customer cases end to end, maintaining ownership throughout the lifecycle and escalating only when necessary.
• Communicate clearly with customers, providing consistent updates and setting accurate expectations regarding resolution timelines.
• Document troubleshooting steps, technical analysis, customer interactions, and resolutions within the case management system.
• Contribute to internal knowledge bases, FAQs, and troubleshooting documentation to improve team efficiency.
• Stay current with product updates, platform features, and technical releases relevant to customer support.
• Work within defined SLAs, prioritizing cases based on severity, urgency, and business impact.
• Participate in an on-call rotation when required to support critical incidents outside standard hours.

Requirements:

• Minimum 2+ years of experience in technical support, software engineering, or similar technical roles.
• Strong communication skills in English and advanced proficiency in Spanish, both written and verbal.
• Solid understanding of VoIP concepts, including call quality troubleshooting and PCAP analysis.
• Knowledge of APIs, integrations, and how they function within technical ecosystems.
• Ability to interpret UI behavior and analyze console logs for debugging purposes.
• Understanding of networking fundamentals, including NAT, firewalls, packet loss, latency, jitter, and audio codecs.
• Experience working in structured, SLA-driven support environments.
• Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience.
• Strong problem-solving skills with a methodical and customer-oriented mindset.
• Ability to work collaboratively in high-pressure, fast-paced environments.

Benefits:

• Competitive salary aligned with experience and market standards.
• Flexible hybrid or remote work options within Brazil.
• Comprehensive health and wellness benefits package.
• Career development opportunities within a global technology environment.
• Exposure to advanced cloud, VoIP, and contact center technologies.
• Structured onboarding and continuous technical training.
• Inclusive and collaborative work culture focused on innovation and learning.
• Participation in on-call rotations with additional compensation (where applicable).