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 part of a fast-paced, customer-focused technical support environment where you will be responsible for ensuring the smooth operation of a cloud-based communications platform used globally. You will act as a key technical point of contact for customers, troubleshooting complex issues across voice, networking, APIs, and integrations. The position requires strong analytical thinking and the ability to manage end-to-end case ownership while maintaining clear and structured communication with users. You will collaborate closely with internal engineering and subject matter experts to resolve incidents efficiently and meet defined service levels. Working in a highly structured support organization, you will also contribute to knowledge sharing and continuous improvement of support processes. This is an excellent opportunity for a technically skilled professional who enjoys solving real-world problems and delivering high-quality customer experiences in a dynamic SaaS environment.

• Provide technical support to customers via phone, email, chat, and screen-sharing, ensuring timely and effective resolution of incidents.
• Investigate, troubleshoot, and resolve issues related to cloud services, voice systems, networking, APIs, and integrations.
• Own customer cases end-to-end, managing communication, escalation, and resolution within defined SLAs.
• Analyze logs, console outputs, call quality data, and network behavior to identify root causes of issues.
• Collaborate with engineering teams, SMEs, and cross-functional stakeholders to resolve complex technical problems.
• Document troubleshooting steps, resolutions, and customer interactions in the case management system.
• Contribute to internal knowledge bases, FAQs, and technical documentation to improve team efficiency.
• Participate in on-call rotations and support critical incidents when required.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or related technical field (or equivalent experience).
• 2+ years of experience in technical support, software engineering, or similar technical roles.
• Strong understanding of networking fundamentals (DNS, NAT, firewalls, latency, packet loss, jitter, codecs).
• Knowledge of VoIP concepts and experience with call quality troubleshooting and log/PCAP analysis.
• Familiarity with APIs, integrations, UI logs, and system debugging techniques.
• Strong communication skills with professional proficiency in English and advanced Spanish.
• Ability to work in structured, SLA-driven environments with strong prioritization skills.
• Analytical mindset with attention to detail and a strong customer service orientation.
• Preferred: experience with contact center technologies (IVR, ACD, PBX, CTI, CRM), reporting tools, or scripting basics.

Benefits:

• Competitive compensation package (varies by experience and location).
• Flexible hybrid or remote work options within Brazil.
• Health and wellness benefits, including medical support coverage.
• Structured career development in a global SaaS and cloud environment.
• Exposure to advanced cloud communication and contact center technologies.
• Learning and development opportunities, including certifications and training.
• Collaborative and international work culture focused on knowledge sharing.
• Participation in on-call programs with additional compensation (where applicable).