Deliver outstanding customer support via chats, emails and tickets
Managing troubleshooting processes, handling escalations, and backlog maintenance
Build strong and lasting customer relationships
Keep up with evolving tools and technology
Handle sensitive customer data with care and security
Apply the latest and greatest customer happiness practices
Maintain deep understanding of client solutions and meet KPI
Communicate with other teams

Native Portuguese and excellent English skills (at least C1 for both spoken and written)
Technical Support experience
Proficient in Windows, Linux, and MacOS, including fundamental diagnostic commands
Software troubleshooting and ability to handle and analyze log files
Knowledge in cybersecurity and fundamental understanding of vulnerability management concepts (e.g., CVEs, risk scoring, false positives)
Knowledge of APIs and Webhooks for troubleshooting connection issues
Ability to read and interpret scripting logic (e.g., Bash, PowerShell) and understand execution errors
Experience with ticketing systems (e.g., HubSpot, Jira)
Ability to quickly learn the product ecosystem and follow precise procedures
Experience writing professional, well-structured notes on support cases
Strong analytical thinking and research skills
Willingness to work a flexible schedule
Positive, proactive and responsible attitude
Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Flexible schedule
Opportunity to cooperate fully remotely
Inclusive international environment
Compensation in USD
Rewards for referring friends
Balance between project workload and personal time, but also – internal health policy
Responsive leadership interested in your development and long-lasting cooperation
Greenhouse conditions for self-development
A culture built on trust, with no time-tracking requirements

Technical Support Consultant, English C1, Native Portuguese

Key skills