Technical Support Consultant I – Tier 2 Support

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

📋 Description

• Investigate and resolve escalated customer incidents and service requests that necessitate advanced troubleshooting and technical analysis.

• Analyze application logs, system configurations, APIs, integrations, authentication methods, and release modifications to identify root causes.

• Reproduce reported issues in test or sandbox environments to verify behavior and expedite resolution.

• Provide clear, precise, and actionable solutions or workarounds to customers and internal stakeholders.

• Collaborate with Engineering and Product teams on software defects, performance issues, compatibility challenges, and product enhancements.

• Document troubleshooting processes, findings, and resolutions in support systems and knowledge management tools.

• Identify recurring trends and suggest improvements to support processes, documentation, monitoring, and system reliability.

• Develop technical documentation and assist in building the capabilities of the Tier 1 support team.

• Manage escalations with prompt communication, ownership, and resolution.

• Participate in an on-call support rotation as necessary.

• Contribute to process enhancements and operational excellence, evaluated through resolution time, escalation responsiveness, communication quality, knowledge-base contributions, customer satisfaction, and resolution results.

⛳️ Requirements

• 2–4 years of experience in technical support, application support, product support, IT operations, or a similar field.

• Experience in troubleshooting multi-tier applications, including web applications, APIs, databases, and authentication systems.

• Familiarity with browser developer tools, HAR files, API testing tools such as Postman, and log analysis or monitoring platforms.

• Understanding of IT service management practices, including incident management, problem management, and knowledge management.

• Strong analytical and problem-solving abilities.

• Excellent written and verbal communication skills.

• Capability to collaborate across both technical and non-technical teams.

• Preferred: experience in supporting SaaS applications or cloud-based platforms.

• Preferred: exposure to scripting, automation, or SQL-based troubleshooting.

• Preferred: experience working directly with software engineering or product development teams.

• Preferred: familiarity with observability, monitoring, or telemetry platforms.

• Ability to participate in an on-call support rotation as required.

🏝️ Benefits

• Opportunity to engage with complex technical challenges and hone advanced troubleshooting skills.

• Exposure to collaboration across Engineering and Product teams.

• Continuous learning and professional development opportunities.

• A supportive, knowledge-sharing team environment.

• Opportunities to contribute to process enhancements and operational excellence.

• Career advancement pathways within Technical Support, Operations, Engineering, and Customer Success teams.

• Competitive compensation and benefits package.

• Flexible work arrangements where applicable.