Product Support Associate – L2

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Act as the second-level technical support specialist for our SaaS product, showcasing a thorough understanding of the software's features, configurations, and integrations.

• Investigate and resolve intricate technical issues escalated from Level 1 support, including but not limited to software bugs, integration challenges, and data-related concerns.

• Engage with customers or end-users in a professional, empathetic, and customer-focused manner, ensuring their technical problems are resolved quickly and effectively.

• Meticulously document all customer interactions, resolutions, and technical solutions in the support ticketing system, maintaining detailed and organized records.

• Collaborate closely with Level 1 support agents, product development teams, and other internal departments to escalate and prioritize urgent issues and ensure timely resolutions.

• Assist in training and mentoring Level 1 support agents, sharing your technical knowledge and best practices to enhance their skills and expertise.

• Remain informed about the latest features, updates, and enhancements of our SaaS product, and disseminate this knowledge to the support team and customers.

• Ensure that all support interactions meet or surpass established quality and service standards, continuously enhancing the support process.

• Provide insightful feedback to the product development team based on recurring technical challenges, customer input, and suggestions for product enhancement.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.

• Over 4 years of experience in a technical support role, with a strong emphasis on troubleshooting complex technical issues related to SaaS products.

• Proficient in using and troubleshooting SaaS applications.

• Hands-on experience with APIs, webhooks, scripting, and a working knowledge of MongoDB or similar databases.

• Understanding of data handling, migration, and security within SaaS environments.

• Experience with remote support tools and troubleshooting techniques.

• Outstanding communication skills, both written and verbal, with the capacity to explain technical concepts to non-technical users.

• Familiarity with modern customer support platforms (e.g., Intercom, Zendesk, Freshdesk).

• Strong analytical and problem-solving abilities with the capability to think critically and logically.

• Ability to work collaboratively with cross-functional teams and mentor junior support agents.

• Relevant technical certifications (e.g., ITIL, SaaS-specific certifications) would be an advantageous addition.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and continued education.

• Flexible work hours and remote work options.

• A collaborative and inclusive work environment.

• Competitive salary and performance-based incentives.