Technical Support Representative

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

This role is part of a fast-paced, customer-focused support environment where you will act as the first point of contact for users experiencing technical issues or product-related questions. You will play a key role in ensuring smooth customer experiences by diagnosing problems, providing clear guidance, and routing complex cases to the appropriate technical teams. The position requires strong communication skills, attention to detail, and a proactive mindset to handle high volumes of support requests efficiently. You will collaborate with internal teams across different levels, contributing to continuous service improvement and customer satisfaction. Working in a dynamic, global support structure, you will engage with both external clients and internal stakeholders. This is an opportunity to develop technical expertise while making a direct impact on user experience and product reliability.

Accountabilities:

You will be responsible for providing frontline technical and customer support, ensuring timely and accurate resolution of inquiries while maintaining high service standards. The role requires managing multiple support channels and ensuring proper triage of technical issues to specialized teams.

• Handle a high volume of incoming support tickets, ensuring timely response and resolution
• Provide accurate assistance for product-related and technical inquiries across multiple channels
• Triage and escalate complex issues to Level 2 or specialized engineering teams when needed
• Follow established communication procedures, policies, and support workflows
• Deliver clear, accurate, and complete information using appropriate tools and knowledge bases
• Maintain detailed records of customer interactions and support activities in ticketing systems
• Build trust with customers through professional, transparent, and solution-oriented communication
• Troubleshoot basic technical issues and guide users toward effective solutions within defined SLAs
• Ensure follow-up and closure of customer issues, confirming resolution and satisfaction
• Perform additional support-related tasks as assigned by team leadership

Requirements:

The ideal candidate has a strong foundation in technical support, excellent communication skills, and the ability to troubleshoot a wide range of technical issues in a structured environment. A customer-first mindset and attention to detail are essential for success in this role.

• Degree in Computer Science, Information Technology, or equivalent practical experience
• Strong verbal and written communication skills in English, with the ability to explain technical concepts clearly
• Experience working with ticketing systems such as Zendesk, Jira, or Salesforce
• Basic understanding of web technologies (HTML, CSS, JavaScript) and debugging techniques
• Familiarity with networking fundamentals, including HTTP/HTTPS, DNS, firewalls, and proxy servers
• Knowledge of support tools and documentation platforms such as Confluence and CRM systems
• Analytical and diagnostic skills to identify and resolve technical issues effectively
• Understanding of IT support frameworks such as ITIL, Agile, or COBIT (preferred)
• Basic knowledge of data formats like JSON and XML (plus)
• Strong organizational skills and attention to detail
• Ability to work flexible schedules and adapt to fast-changing priorities
• Reliable home office setup, including stable internet connection and backup device as required

Benefits:

• Remote-first work model with flexibility to work from anywhere in Brazil
• Opportunity to grow within a global, fast-paced technical support environment
• Continuous learning and professional development opportunities
• Exposure to modern support tools, systems, and enterprise technologies
• Collaborative and inclusive team culture focused on innovation and knowledge sharing
• Work-life balance with reduced commuting and flexible work arrangements
• Career growth pathways in technical support and IT operations
• Dynamic environment that encourages problem-solving and skill development

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