Aliant

Technical Customer Support Analyst

Aliant

full-time

Posted on:

Location Type: Hybrid

Location: Barueri • Brasil

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About the role

  • Provide technical support to platform customers, answering questions and handling product-related incidents;
  • Analyze, triage, and respond to tickets and emails received through the CRM (HubSpot);
  • Investigate reported errors and behaviors by reproducing scenarios and collecting evidence for diagnosis;
  • Guide customers on platform features, configurations, and usage workflows;
  • Participate in customer meetings to provide clarifications and analyze processes within the system;
  • Collaborate with Support, Development, Customer Success, and Sales teams;
  • Escalate technical issues to the appropriate teams with structured information and full context;
  • Monitor product fixes and improvements, validate outcomes, and communicate updates to customers;
  • Contribute to the knowledge base and continuous improvement of support processes.
  • Manage priorities and the ticket queue with organization and a sense of urgency.

Requirements

  • Bachelor's degree/technologist in progress in Technology or related fields;
  • Currently studying for a degree in Technology or related areas;
  • Experience in technical customer support (system/software/SaaS support);
  • Strong analytical and problem-solving skills;
  • Excellent written and verbal communication;
  • Ability to read and interpret technical tickets;
  • Experience with CRM and ticket management tools;
  • Ability to work in a team and interact with technical and business areas;
  • Proactive and organized profile.
  • Experience with Compliance products, LGPD (Brazilian General Data Protection Law) or Whistleblower/Report Channels;
  • Experience working in SaaS companies;
  • Prior experience with HubSpot or similar tools;
  • Basic knowledge of APIs, integrations, and log analysis.
Benefits
  • Health and Dental insurance;
  • TotalPass access to fitness and leisure activities;
  • Physical and mental health programs (Eleva).
  • iFood Benefits card: Flexible balance management to use across categories such as meals, groceries, home office, and more.
  • Transportation voucher;
  • Or reimbursement for rideshare, shuttle, or parking when not opting for the transportation voucher.
  • Profit-sharing (PLR) based on goal attainment, tenure bonuses, wedding or newborn bonuses, and a Day Off during your birthday month.
  • Annual allowance for books, courses, or events, plus support for postgraduate, undergraduate, and language studies.
  • Life insurance for you and your beneficiaries.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical customer supportanalytical skillsproblem-solving skillsreading technical ticketsAPIsintegrationslog analysis
Soft Skills
written communicationverbal communicationteamworkproactiveorganizational skillssense of urgency
Certifications
Bachelor's degree in Technology