Product Support Engineer

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

📋 Description

• Address real-world challenges: assist customers promptly and effectively, investigate underlying issues, diagnose technical problems, and foresee trends before escalating.

• Facilitate onboarding that fosters independence, enabling customers to implement and derive value from the ecosystem, thereby decreasing reliance on support.

• Engage in integrations and technical troubleshooting, providing support with APIs, webhooks, JSON parsing, and error analysis prior to involving developers.

• Aid in system tracking by setting up scripts, utilizing Google Tag Manager (GTM), and interpreting the data collected.

• Enhance support capabilities: develop and maintain a knowledge base, improve the chatbot (Gleap), and automate repetitive inquiries.

• Leverage AI as a norm to investigate issues, refine responses, and automate operational functions.

• Serve as a liaison with the Product team: clearly report bugs, replicate issues, and ensure that solutions are communicated back to the customer.

⛳️ Requirements

• Bachelor's degree.

• Proficient in HTML and script manipulation.

• Ability to read and interpret JSON.

• Familiarity with APIs.

• Understanding of webhooks.

• Experience in technical debugging.

• Knowledge of HTTP requests and responses.

• Proficient with Google Tag Manager (GTM) or tag logic.

• Understanding of events and data collection.

• Experience using support (help desk) tools for ticket management.

• Experience in providing customer support via tickets/chat, particularly on SaaS platforms.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Opportunities for professional development and career advancement.

• Flexible work hours and the option for remote work.

• Comprehensive health and wellness benefits.

• A collaborative and inclusive work environment.