Technical Support Engineer

Job Description

• This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Engineer in Brazil. This role is centered on delivering high-quality technical support for a global cloud-based customer experience platform used by organizations worldwide. You will act as a key point of contact for customers, diagnosing and resolving complex technical issues across cloud, voice, and networking environments. The position requires strong analytical thinking and the ability to manage end-to-end case ownership while maintaining clear and consistent communication with users. You will work in a structured, SLA-driven support environment where prioritization, precision, and responsiveness are essential. Collaboration is a core part of the role, as you will regularly engage with internal experts and cross-functional teams to resolve escalated incidents. It is a dynamic, customer-facing technical position ideal for professionals who enjoy problem-solving and continuous learning in a fast-paced environment.
• Accountabilities: Provide technical support to customers through phone, email, chat, and screen-sharing sessions, ensuring timely and effective resolution of issues. Investigate, troubleshoot, and resolve incidents involving cloud services, voice systems, and networking components. Manage customer cases end to end, maintaining ownership throughout the lifecycle and escalating only when necessary. Communicate clearly with customers, providing consistent updates and setting accurate expectations regarding resolution timelines. Document troubleshooting steps, technical analysis, customer interactions, and resolutions within the case management system. Contribute to internal knowledge bases, FAQs, and troubleshooting documentation to improve team efficiency. Stay current with product updates, platform features, and technical releases relevant to customer support. Work within defined SLAs, prioritizing cases based on severity, urgency, and business impact. Participate in an on-call rotation when required to support critical incidents outside standard hours. Requirements: Minimum 2+ years of experience in technical support, software engineering, or similar technical roles. Strong communication skills in English and advanced proficiency in Spanish, both written and verbal. Solid understanding of VoIP concepts, including call quality troubleshooting and PCAP analysis. Knowledge of APIs, integrations, and how they function within technical ecosystems. Ability to interpret UI behavior and analyze console logs for debugging purposes. Understanding of networking fundamentals, including NAT, firewalls, packet loss, latency, jitter, and audio codecs. Experience working in structured, SLA-driven support environments. Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience. Strong problem-solving skills with a methodical and customer-oriented mindset. Ability to work collaboratively in high-pressure, fast-paced environments. Benefits: Competitive salary aligned with experience and market standards. Flexible hybrid or remote work options within Brazil. Comprehensive health and wellness benefits package. Career development opportunities within a global technology environment. Exposure to advanced cloud, VoIP, and contact center technologies. Structured onboarding and continuous technical training. Inclusive and collaborative work culture focused on innovation and learning. Participation in on-call rotations with additional compensation (where applicable).
• 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
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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