Product Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Support Engineer based in Brazil.

This is a customer-focused technical role supporting B2B clients and partners across a fast-paced SaaS <environment.You> will investigate complex product issues, perform technical research and debugging, and drive problems toward resolution.The role combines strong technical aptitude with clear communication across both technical and non-technical <audiences.You> will collaborate closely with Support, Product, and Engineering teams to improve the customer experience and product <offering.As> a customer advocate, you will help identify recurring challenges and provide valuable insights to product teams.The position also offers the opportunity to develop deep expertise in mobile marketing technology and SaaS <products.It> is well suited to an independent, service-oriented professional who enjoys solving problems and working in a dynamic environment.

Accountabilities

• Act as the first point of contact for clients and partners, troubleshooting issues and escalating complex cases when necessary.
• Research, investigate, debug, and resolve technical customer issues through structured problem-solving.
• Provide clear, concise technical explanations and communicate solutions effectively to both technical and non-technical stakeholders.
• Collaborate with Support, Product, and Engineering teams to investigate recurring issues and contribute to product improvements.
• Represent customer needs and feedback within the product organization, helping ensure customer perspectives influence product development.
• Develop strong expertise in mobile marketing concepts, product functionality, and technical support processes.
• Manage multiple customer requests simultaneously while maintaining accuracy, responsiveness, and a high level of service.
• Contribute to the continuous improvement and development of customer support practices, processes, and capabilities.

Requirements

• 3–5 years of professional experience in Technical Support, QA, or a closely related technical role.
• Bachelor’s or equivalent degree in a relevant technical field, such as B.E., BCA, or MCA.
• Fluent English communication skills, both written and verbal.
• Ability to write concise, accurate technical explanations in English.
• Experience communicating effectively with both technical and non-technical audiences.
• Previous experience in a B2B SaaS environment is an advantage.
• Strong troubleshooting, analytical, research, and debugging abilities.
• Service-oriented mindset with a genuine focus on customer satisfaction.
• Strong organizational and time-management skills, with the ability to prioritize effectively in a high-volume environment.
• Ability to multitask, work independently, and take ownership of issues through resolution.
• Comfortable working in a fast-paced, innovative environment requiring energy, urgency, adaptability, and sound decision-making.
• Strong teamwork, communication, and presentation skills, with a proactive and self-directed approach to learning.

Benefits

• Opportunity to work in a dynamic and innovative SaaS environment.
• Exposure to B2B customers, partners, product development, and engineering teams.
• Opportunity to build specialized expertise in mobile marketing technology and product support.
• Professional growth through hands-on technical problem-solving and cross-functional collaboration.
• Opportunity to contribute directly to product improvements and customer experience initiatives.
• Inclusive environment that values diverse perspectives and individual contributions.