Specialist, Product Support

Accountabilities:

• • Provide technical support to customers through telephone, web, and email, taking ownership of assigned incidents through resolution.
  • Analyze, troubleshoot, test, and resolve application-related technical issues, functionality questions, data problems, and integration challenges.
  • Maintain regular and proactive communication with customers, ensuring progress updates and resolutions meet established Service Level Agreements (SLAs).
  • Collaborate with customer contacts and internal teams, including Sales, Services, and R&D, to investigate and resolve complex technical issues.
  • Track, document, and maintain support cases throughout their complete lifecycle, ensuring accurate and comprehensive records.
  • Apply strong knowledge of assigned products, features, support policies, and technical procedures to deliver accurate and efficient solutions.
  • Investigate database-related issues by interpreting schemas, creating queries, and analyzing application data as required.
  • Troubleshoot APIs and integrations using tools such as Postman and SOAP UI, including analysis of request and response payloads and potential network issues.
  • Use programming and debugging techniques involving technologies such as JavaScript, XML, JSON, and RESTful web services.
  • Maintain a high level of customer satisfaction by handling technical and service-related concerns professionally, including challenging or conflicting situations.
  • Develop and maintain technical expertise across relevant products and technologies to continuously improve support quality.
  • Share expertise with colleagues through internal training, knowledge sharing, and technical documentation when appropriate.
  • Contribute to technical articles and solution documentation to improve knowledge sharing and future issue resolution.
  • Participate in flexible support schedules and on-call rotations when required to meet customer service needs.

  Requirements:

  • Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience.
  • 3–5 years of experience in customer support, application support, or a similar technical troubleshooting environment.
  • Demonstrated experience working with database technologies, including the ability to interpret schemas and write queries.
  • Fluency in Portuguese, Spanish, and English, with strong written and verbal communication skills.
  • Practical experience with programming or debugging using JavaScript, XML, JSON, and RESTful web service requests.
  • Familiarity with API troubleshooting and diagnostic tools such as Postman and SOAP UI, including inspecting request/response payloads and identifying integration or network issues.
  • Knowledge of debugging tools and techniques, with the ability to investigate technical problems systematically.
  • Strong customer service and relationship-management skills, including the ability to explain complex technical concepts clearly to different audiences.
  • Demonstrated ability to manage customer conflicts, maintain professionalism under pressure, and remain focused on resolution and customer satisfaction.
  • Ability to work independently while collaborating effectively with cross-functional technical and business teams.
  • Willingness and flexibility to participate in on-call rotations according to support requirements.
  • Preferred experience with Java-based multi-tier enterprise applications.
  • Preferred ability to interpret and edit XML files and familiarity with virtualization and Amazon cloud services.
  • Preferred understanding of basic networking concepts and the OAuth 2.0 authorization framework.
  • Experience writing technical articles or knowledge-base documentation is an advantage.
  • Experience with Dynamics CRM is considered a plus.
  • Successful completion of applicable background screening requirements.

  Benefits:

  • Fully remote position based in Brazil.
  • Full-time employment.
  • Salary range indicated in the original posting: 70K–100K; the source does not specify the currency or whether this represents annual compensation.
  • Opportunity to work in a global, customer-focused technical support environment.
  • Exposure to enterprise software, databases, APIs, cloud technologies, integrations, and application troubleshooting.
  • Opportunities to develop technical expertise and share knowledge through internal training and documentation.