Technical Customer Support

Fortive

Technical Customer Support role providing assistance to customers and internal users via phone, chat, and email. Collaborating in a hybrid work environment in São Paulo, Brazil.

Posted 7/6/2026full-timeSão Paulo • 🇧🇷 BrazilJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Act as the first point of contact for customers and internal users via phone, chat, email, and support portal
Diagnose and resolve common product issues using knowledge base articles, runbooks, and standard procedures
Collect and document key information (e.g., issue details, environment, impact, steps to reproduce) to ensure accurate case management
Log, categorize, prioritize, and manage tickets in ITSM/CRM systems (e.g., ServiceNow, Zendesk, Jira Service Management)
Meet established service level agreements (SLAs) for response and resolution on low- to medium-complexity cases
Escalate more complex or high-priority issues (P1/P2) following defined processes
Guide customers through workarounds, product features, and self-service resources
Contribute to improving internal knowledge bases by creating and updating articles
Monitor ticket queues and ensure timely follow-up through to resolution
Support customer satisfaction efforts by ensuring surveys are completed and feedback is captured.

Requirements

What you’ll need

0–2 years of experience in customer support, service desk, or product support
Strong communication skills (written and verbal) with a customer-first mindset
Ability to troubleshoot basic technical issues (e.g., web applications, client software)
Familiarity with ticketing or helpdesk tools
Strong attention to detail and ability to document information clearly
Ability to manage multiple tasks and prioritize effectively
Nice-to-Have: Experience supporting SaaS or software/hardware products; exposure to tools such as ServiceNow, Zendesk, or Jira Service Management; basic understanding of APIs, logs, or debugging processes; experience working with remote support tools.

Benefits

Comp & perks

Competitive salary and performance-based incentives
Opportunities for career growth into advanced support or technical roles
Ongoing training and development (technical skills, product knowledge, customer experience)
Flexible work arrangements (hybrid options where applicable)
Paid time off and holiday schedule
Inclusive, supportive team culture focused on learning and collaboration
Exposure to industry-leading tools and technologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

TroubleshootingCase ManagementDocumentationPrioritizationIssue Diagnosis

Soft Skills

Strong CommunicationCustomer-First MindsetMulti-Tasking