About Us
Suger is a revenue platform that helps our customers grow on the fastest growing B2B sales channel: the cloud marketplaces of AWS, Azure, GCP, and Alibaba. Launched in 2022, we take the tech debt out of marketplace sales by providing an API-first approach to provide a last mile solution between their existing tech stack (e.g. CRM, metering solution, ERP) and the cloud marketplaces. In just 2 years, we’ve contracted with more than 200 company customers, ranging from early-stage startups to public companies.
We are expanding our remote Support team in Brazil to deliver world-class technical support and streamlined triage across time zones.
We are hiring Support Specialists who will manage the full ticketing process across Tier 1, Tier 2, and Tier 3 escalation. Your primary workflow will leverage Pylon (customer support ticketing) and ClickUp (engineering ticketing system).
You will be responsible for: 1. Receiving and triaging all inbound support requests in Pylon2. Handling Tier 1 and Tier 2 troubleshooting3. Creating, managing, and tracking Tier 3 tickets in ClickUp for Engineering4. Partnering with Customer Success for high-impact or account-sensitive issues
This role is critical to ensuring operational excellence, fast response times, and outstanding customer communication.
What You'll Do

Tier 1 — Frontline Support & Triage (via Pylon)

Manage all inbound customer tickets in Pylon with accurate categorization, prioritization, and timely handling.

Provide initial troubleshooting and clear, friendly responses to customers.

Resolve common issues involving cloud marketplace setup, private offer workflows, CRM sync problems, billing discrepancies, usage reporting, access control, UI concerns, and configuration questions.

Use predefined macros and workflows in Pylon to maintain consistency in responses and processes.

Meet established SLAs for response times and ticket updates.

Keep internal knowledge base documentation current and comprehensive.

Tier 2 — Advanced Investigation & Root Cause Analysis

Take ownership of technical issues escalated from Tier 1 that require deeper investigation.

Reproduce issues in staging environments and gather all necessary details to understand the problem thoroughly.

Troubleshoot complex API, webhook, integration, and metering issues to determine root causes.

Identify potential bugs or systemic problems and document clear technical notes for Tier 3 escalation.

Improve operational efficiency by flagging repeatable issues and updating documentation or workflows accordingly.

Tier 3 — Escalation Path (Engineering & Customer Success)

Escalate issues to Engineering when backend or product-level work is required and create complete Tier 3 tickets in ClickUp with clear steps, supporting evidence, and business impact.

Maintain proactive follow-up with Engineering and validate fixes in staging before closing customer tickets.

Communicate timelines, progress, and resolutions back to customers and Customer Success.

Engage Customer Success when issues impact key accounts, revenue-sensitive workflows, marketplace go-live timelines, private offers, or co-sell opportunities.

Provide concise impact summaries to CS and join customer calls when cross-team coordination is needed.

Ensure smooth alignment across Support, Customer Success, and Engineering so customers receive a consistent experience.

What Success Looks Like

Fast, consistent response and resolution SLAs in Pylon

High CSAT and positive customer feedback

Clean and well-organized Pylon and ClickUp ticket hygiene

Clear, reproducible Tier 3 tickets that accelerate engineering turnaround

Reduced repeat issues via better documentation and automated workflows

Strong cross-team communication with Customer Success and Engineering

What You'll Bring

1–5 years in Technical Support or Support Operations.

Strong English communication (written & verbal).

Experience in remote-first environments.

Demonstrated ability to troubleshoot SaaS, API, or integration issues.

Familiarity with ticketing tools (Pylon preferred; Zendesk/Freshdesk/Fusion helpful).

Ability to analyze logs, reproduce issues, and document clearly.

Comfortable working with both technical and non-technical teams.

Nice-to-Have

Experience with Cloud Marketplaces (AWS, Azure, GCP)

Knowledge of Salesforce or HubSpot

Basic SQL or log-reading skills

Previous B2B SaaS or startup experience

Why Join Us

Top-notch team - You'll work with other top-tier talent, who have built large-scale enterprise SaaS products at top companies like Google, Meta, Microsoft, Salesforce, Confluent, Intuit, and more.

Competitive Brazil-aligned compensation

Career paths into Senior Support, Technical Support Engineering, QA, CS Ops, or Product Operations

Work with an innovative platform supporting global, fast-growing ISVs

Flexible work environment with a strong team culture.

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