L2 Technical Support Consultant, Native Portuguese, English C1

SupportYourApp

Technical Support Consultant delivering exceptional SaaS technical support and troubleshooting for clients globally. Work in a multicultural environment, fully remotely.

Posted 6/3/2026contractRemote • 🇧🇷 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