Technical Support Engineer | BR

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Role Overview

We’re looking for a Technical Support Engineer to join our global Client Experience (CX) team. In this role, you’ll support our clients by investigating and resolving complex technical issues across integrations, authentication, and platform functionality. You’ll be a go-to partner for diagnosing root causes, identifying patterns, and contributing to long-term product improvements.

This role is about connecting systems, solving real client problems, and navigating ambiguity with clarity and ownership. You’ll collaborate closely with engineering, product, and other support tiers to ensure high-impact resolution and continuous improvement across the client experience.

Participation in a scheduled weekend rotation is required to ensure we maintain consistent support across our global client base.

Key Skills

• 3+ years in a SaaS technical support or engineering support role.
• Experience with APIs, webhooks, FTP file feeds, and SSO authentication troubleshooting.
• Hands-on use of tools such as HAR files, browser DevTools, Postman, or DataDog.
• Proven ability to investigate and reproduce bugs using test environments and internal tooling.
• Strong documentation habits: logging technical issues clearly for engineering handoff.
• Clear communicator with the ability to translate technical detail into accessible language.
• Demonstrated experience working cross-functionally with product or engineering teams.
• Comfortable managing multiple issues and working independently in a remote, async team.
• Proactive mindset, curious about system behavior, eager to learn and improve support processes.
• Professional fluency in English (written and spoken).

Key Responsibilities

These responsibilities reflect the foundation of your role; they do not prescribe or restrict other tasks as assigned and are subject to change at any time. This role is dynamic and offers opportunities to grow, contribute to broader team initiatives, and help shape an exceptional team and client experience:

• Provide high-quality Level 2 technical support via email, chat, and video calls.
• Diagnose and troubleshoot advanced technical issues, especially those involving SSO, APIs, and external integrations.
• Reproduce client-reported bugs, document reproduction steps, and escalate to engineering when needed.
• Review HAR files, browser logs, and application data to investigate platform behavior.
• Contribute to internal knowledge resources and improve tooling/process documentation.
• Collaborate with cross-functional partners to identify recurring issues and improve client outcomes.
• Stay up-to-date on product updates, internal tools, and support best practices.
• Participate in regular knowledge-sharing and team syncs to align across global support.

Compensation

We are committed to fair and equitable compensation practices. This role is under a CLT (Consolidation of Labor Laws) contract in Brazil.

The total monthly pay range for this role is R$10,000 - R$11,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to: skill set, depth of experience, certifications, and specific work location.

Benefits

We take care of our people with a comprehensive benefits package designed to support your well-being, growth, and success.