Customer Support Operator, Portuguese and English Speaker
Quadcode SaaS
Senior Technical Product Support Specialist
TOMIA
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇹 Portugal
Visit company websiteJob Level
Senior
Tech Stack
AWSLinuxSQL
About the role
- Manage support tickets end-to-end — from triage and resolution path definition through to closure, ensuring compliance with agreed SLAs and business priorities.
- Perform technical troubleshooting — contrast application behavior to client expectations by means of generating database analysis queries, complex T-SQL code analysis, validation of hardware performance, review of SQL execution plans, and validate code modifications to identify both logical and performance defects and underlying root cause.
- Collaborate effectively across teams — work with subject matter experts, infrastructure teams, R&D, QA, and Sales in an agile, fast-paced environment to drive timely solutions.
- Communicate clearly with customers — ascertain customer expectations, criticality of requests, ensure supporting documents are provided and completed, provide professional updates, workarounds, and well-documented resolutions for knowledge sharing.
- Contribute to continuous improvement — document knowledge base articles, generate defect reports, maintain ticket hygiene, and support 24x7 global operations reporting.
- Act as the primary customer liaison by leading customer facing meetings, handling escalations, and building trusted long-term relationships.
Requirements
- Bachelor’s degree in computer science or related fields.
- 5+ years of Customer Support Experience. (must)
- 2+ years of experience supporting Windows and/or Linux environments. (must)
- Up to 2 years of experience and strong understanding of SQL Server including complex queries, stored procedures, views, functions. (must)
- 2+ years of Telecom experience. (plus)
- Up to 2 years of development experience. (plus)
- Experience with AWS is a plus. (plus)
Benefits
- None specified 📊 Resume Score Upload your resume to see if it passes auto-rejection tools used by recruiters Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
T-SQLSQL Servercomplex queriesstored proceduresviewsfunctionstechnical troubleshootingdatabase analysisperformance analysiscode validation
Soft skills
communicationcollaborationcustomer liaisonproblem-solvingrelationship buildingdocumentationcontinuous improvementagile methodologyescalation handlingcustomer support
Certifications
Bachelor’s degree in computer science
