Specialist, Product Support

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

This is a customer-focused technical support role responsible for diagnosing and resolving complex software <issues.You> will work directly with customers through phone, web, and email, providing timely and accurate technical assistance.The role combines application support, troubleshooting, database knowledge, APIs, integrations, and <debugging.You> will collaborate closely with internal teams such as Sales, Services, and R&D to drive issues through resolution.Strong communication and relationship-building skills are essential to maintaining customer trust and <satisfaction.You> will also contribute to product knowledge, documentation, and internal training while continuously developing your technical expertise.The position is fully remote and operates in a global, customer-centric environment with potential on-call responsibilities.

Accountabilities

• Provide technical support to customers through telephone, web, and email, taking ownership of assigned incidents through resolution.
• Analyze, troubleshoot, test, and resolve application-related technical issues, functionality questions, data problems, and integration challenges.
• Maintain regular and proactive communication with customers, ensuring progress updates and resolutions meet established Service Level Agreements (SLAs).
• Collaborate with customer contacts and internal teams, including Sales, Services, and R&D, to investigate and resolve complex technical issues.
• Track, document, and maintain support cases throughout their complete lifecycle, ensuring accurate and comprehensive records.
• Apply strong knowledge of assigned products, features, support policies, and technical procedures to deliver accurate and efficient solutions.
• Investigate database-related issues by interpreting schemas, creating queries, and analyzing application data as required.
• Troubleshoot APIs and integrations using tools such as Postman and SOAP UI, including analysis of request and response payloads and potential network issues.
• Use programming and debugging techniques involving technologies such as JavaScript, XML, JSON, and RESTful web services.
• Maintain a high level of customer satisfaction by handling technical and service-related concerns professionally, including challenging or conflicting situations.
• Develop and maintain technical expertise across relevant products and technologies to continuously improve support quality.
• Share expertise with colleagues through internal training, knowledge sharing, and technical documentation when appropriate.
• Contribute to technical articles and solution documentation to improve knowledge sharing and future issue resolution.
• Participate in flexible support schedules and on-call rotations when required to meet customer service needs.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience.
• 3–5 years of experience in customer support, application support, or a similar technical troubleshooting environment.
• Demonstrated experience working with database technologies, including the ability to interpret schemas and write queries.
• Fluency in Portuguese, Spanish, and English, with strong written and verbal communication skills.
• Practical experience with programming or debugging using JavaScript, XML, JSON, and RESTful web service requests.
• Familiarity with API troubleshooting and diagnostic tools such as Postman and SOAP UI, including inspecting request/response payloads and identifying integration or network issues.
• Knowledge of debugging tools and techniques, with the ability to investigate technical problems systematically.
• Strong customer service and relationship-management skills, including the ability to explain complex technical concepts clearly to different audiences.
• Demonstrated ability to manage customer conflicts, maintain professionalism under pressure, and remain focused on resolution and customer satisfaction.
• Ability to work independently while collaborating effectively with cross-functional technical and business teams.
• Willingness and flexibility to participate in on-call rotations according to support requirements.
• Preferred experience with Java-based multi-tier enterprise applications.
• Preferred ability to interpret and edit XML files and familiarity with virtualization and Amazon cloud services.
• Preferred understanding of basic networking concepts and the OAuth 2.0 authorization framework.
• Experience writing technical articles or knowledge-base documentation is an advantage.
• Experience with Dynamics CRM is considered a plus.
• Successful completion of applicable background screening requirements.

Benefits

• Fully remote position based in Brazil.
• Full-time employment.
• Salary range indicated in the original posting: 70K–100K; the source does not specify the currency or whether this represents annual compensation.
• Opportunity to work in a global, customer-focused technical support environment.
• Exposure to enterprise software, databases, APIs, cloud technologies, integrations, and application troubleshooting.
• Opportunities to develop technical expertise and share knowledge through internal training and documentation.