Technical Support Consultant, Native Portuguese and English C1

SupportYourApp

Technical Support Consultant providing remote support for cloud-based SaaS applications. Collaborating in a multicultural team while handling technical inquiries and issues.

Posted 5/27/2026contractRemote • 🇧🇷 BrazilJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Deliver outstanding technical support via chats, emails and tickets;
Managing troubleshooting processes related to cloud-based and SaaS applications;
Triage and prioritize support tickets based on severity, impact and urgency;
Reproduce incidents in test or staging environments to identify root causes and support faster resolution;
Gather and document all relevant information needed to investigate and resolve customer issues;
Escalate unresolved or high-priority incidents to internal teams while ensuring SLA compliance;
Proactively identify, reproduce, and manage incidents in test or staging environments to support faster resolution;
Contribute to continuous improvement by documenting solutions, creating knowledge base articles and analysing customer feedback and complaints;
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;

Requirements

What you’ll need

Excellent written and verbal communication skills in Native Portuguese and English (at least C1 for spoken and written);
2 to 3 years of Technical Support experience;
Experience supporting cloud-based platforms or SaaS applications in production environments;
Strong troubleshooting and analytical skills, including the ability to analyse application logs and investigate technical issues;
Troubleshooting of web applications to analyze requests and errors using tools such as Chrome DevTools;
Ability to manage high-priority incidents, assess severity and impact, and reproduce issues in test or staging environments;
Ability to quickly learn the product ecosystem and follow precise procedures;
Experience writing professional, well-structured notes on support cases;
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)

Benefits

Comp & perks

Fixed schedule: Monday to Friday, from 16:00 to 00:00 GMT+3 (10:00 to 18:00 Brasília time);
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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingcloud-based applicationsSaaS applicationsanalytical skillsapplication logs analysisweb applications troubleshootingincident managementKPI managementknowledge base documentation

Soft Skills

written communicationverbal communicationpositive attitudeproactive attituderesponsible attitudecustomer happiness practicesteam communicationproblem-solvingattention to detailadaptability