Technical Support Engineer

The Technical Support Engineer is responsible for providing advanced technical assistance, resolving complex incidents, and ensuring high-quality customer support across cloud communication services.

• Provide technical support via phone, email, chat, and screen-sharing sessions to enterprise customers.
• Investigate, troubleshoot, and resolve incidents related to cloud, voice, and networking environments.
• Own customer cases end-to-end, ensuring timely resolution and escalation when necessary.
• Communicate clearly with customers, providing updates, guidance, and expectation management throughout the case lifecycle.
• Document troubleshooting steps, technical analysis, and resolutions in case management systems.
• Contribute to internal knowledge bases, troubleshooting guides, and support documentation.
• Stay updated on product features, releases, and platform changes relevant to support operations.
• Work within defined SLAs while prioritizing cases based on impact and urgency.
• Participate in on-call rotations when required for critical incident support.

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Requirements:

This role requires strong technical troubleshooting skills combined with excellent communication abilities and experience in structured support environments.

• 2+ years of experience in technical support, software engineering, or similar technical roles.
• Strong understanding of VoIP, call quality troubleshooting, and PCAP analysis.
• Knowledge of networking fundamentals (NAT, firewalls, latency, jitter, packet loss, codecs, and network topology).
• Familiarity with APIs, integrations, UI behavior, and console log analysis.
• Experience working in SLA-driven, fast-paced support environments.
• Strong written and verbal communication skills.
• Professional English proficiency and advanced Spanish proficiency.
• Ability to manage multiple cases and prioritize effectively under pressure.
• Bachelor’s degree in Computer Science, IT, or equivalent practical experience.
• Bonus: exposure to contact center technologies (PBX, IVR, ACD, CTI, CRM), WFM, scripting, or analytics tools.

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Benefits:

• Flexible remote or hybrid work options within Brazil (São Paulo or remote nationwide)
• Competitive compensation aligned with experience
• Global exposure working with enterprise customers in over 100 countries
• Structured learning, mentorship, and career development programs
• Flexible-first culture supporting work-life balance
• Paid time off, well-being programs, and volunteer days
• Opportunities to work with cutting-edge AI-powered cloud communication technologies
• Inclusive, collaborative, and internationally distributed team environment

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!

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