Specialist, Product Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Specialist, Product Support based in Brazil.

This is a customer-focused technical support role responsible for diagnosing and resolving complex software issues.
You will work directly with customers through phone, web, and email, providing timely and accurate technical assistance.
The role combines application support, troubleshooting, database knowledge, APIs, integrations, and debugging.
You will collaborate closely with internal teams such as Sales, Services, and R&D to drive issues through resolution.
Strong communication and relationship-building skills are essential to maintaining customer trust and satisfaction.
You will also contribute to product knowledge, documentation, and internal training while continuously developing your technical expertise.
The position is fully remote and operates in a global, customer-centric environment with potential on-call responsibilities.

Accountabilities:

• Provide technical support to customers through telephone, web, and email, taking ownership of assigned incidents through resolution.
• Analyze, troubleshoot, test, and resolve application-related technical issues, functionality questions, data problems, and integration challenges.
• Maintain regular and proactive communication with customers, ensuring progress updates and resolutions meet established Service Level Agreements (SLAs).
• Collaborate with customer contacts and internal teams, including Sales, Services, and R&D, to investigate and resolve complex technical issues.
• Track, document, and maintain support cases throughout their complete lifecycle, ensuring accurate and comprehensive records.
• Apply strong knowledge of assigned products, features, support policies, and technical procedures to deliver accurate and efficient solutions.
• Investigate database-related issues by interpreting schemas, creating queries, and analyzing application data as required.
• Troubleshoot APIs and integrations using tools such as Postman and SOAP UI, including analysis of request and response payloads and potential network issues.
• Use programming and debugging techniques involving technologies such as JavaScript, XML, JSON, and RESTful web services.
• Maintain a high level of customer satisfaction by handling technical and service-related concerns professionally, including challenging or conflicting situations.
• Develop and maintain technical expertise across relevant products and technologies to continuously improve support quality.
• Share expertise with colleagues through internal training, knowledge sharing, and technical documentation when appropriate.
• Contribute to technical articles and solution documentation to improve knowledge sharing and future issue resolution.
• Participate in flexible support schedules and on-call rotations when required to meet customer service needs.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience.
• 3–5 years of experience in customer support, application support, or a similar technical troubleshooting environment.
• Demonstrated experience working with database technologies, including the ability to interpret schemas and write queries.
• Fluency in Portuguese, Spanish, and English, with strong written and verbal communication skills.
• Practical experience with programming or debugging using JavaScript, XML, JSON, and RESTful web service requests.
• Familiarity with API troubleshooting and diagnostic tools such as Postman and SOAP UI, including inspecting request/response payloads and identifying integration or network issues.
• Knowledge of debugging tools and techniques, with the ability to investigate technical problems systematically.
• Strong customer service and relationship-management skills, including the ability to explain complex technical concepts clearly to different audiences.
• Demonstrated ability to manage customer conflicts, maintain professionalism under pressure, and remain focused on resolution and customer satisfaction.
• Ability to work independently while collaborating effectively with cross-functional technical and business teams.
• Willingness and flexibility to participate in on-call rotations according to support requirements.
• Preferred experience with Java-based multi-tier enterprise applications.
• Preferred ability to interpret and edit XML files and familiarity with virtualization and Amazon cloud services.
• Preferred understanding of basic networking concepts and the OAuth 2.0 authorization framework.
• Experience writing technical articles or knowledge-base documentation is an advantage.
• Experience with Dynamics CRM is considered a plus.
• Successful completion of applicable background screening requirements.

Benefits:

• Fully remote position based in Brazil.
• Full-time employment.
• Salary range indicated in the original posting: 70K–100K; the source does not specify the currency or whether this represents annual compensation.
• Opportunity to work in a global, customer-focused technical support environment.
• Exposure to enterprise software, databases, APIs, cloud technologies, integrations, and application troubleshooting.
• Opportunities to develop technical expertise and share knowledge through internal training and documentation.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1