Technical 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 Technical Support Engineer based in Brazil.

This is a customer-focused technical support opportunity for an engineer who combines strong troubleshooting abilities with excellent communication <skills.You> will provide hands-on support across software, applications, systems, databases, integrations, and end-user environments.The role involves managing support tickets, investigating incidents, resolving issues, and ensuring requests are handled according to business impact and SLA <requirements.You> will work directly with customers while collaborating with Development, Engineering, and Product teams to resolve complex technical challenges.Your knowledge of Microsoft Outlook, C#, SQL, and web applications will help you diagnose issues and deliver effective <solutions.You> will also contribute to onboarding, implementation, configuration, and platform adoption while identifying recurring issues and opportunities for improvement.This remote position is well suited to a technically curious professional who enjoys solving problems and helping customers succeed.

Accountabilities

• Provide technical support to customers through tickets, calls, meetings, and written communication.
• Troubleshoot and resolve software, application, system, user, database, and integration-related issues.
• Manage multiple support requests and prioritize tickets based on urgency, business impact, and applicable SLA requirements.
• Provide end-user assistance, with particular emphasis on Microsoft Outlook troubleshooting and support.
• Apply working knowledge of C# to investigate application issues and support technical troubleshooting.
• Perform basic troubleshooting and queries using Microsoft SQL Server.
• Investigate incidents, identify potential root causes, and document troubleshooting processes, findings, and resolutions.
• Reproduce reported issues and provide Development or Engineering teams with clear and actionable technical information.
• Escalate bugs and complex technical problems to the appropriate technical teams when resolution requires further investigation.
• Support customers throughout onboarding, implementation, configuration, and adoption of the platform.
• Maintain clear, professional, and timely communication with customers throughout the support and resolution process.
• Identify recurring customer issues and communicate relevant insights and improvement opportunities to Engineering and Product teams.
• Maintain accurate documentation of customer interactions, incidents, solutions, and recurring technical problems.

Requirements

• At least 1 year of experience in Help Desk, Technical Support, Application Support, Customer Support Engineering, or a similar technical support environment.
• Hands-on experience managing, investigating, and resolving technical support tickets.
• Strong experience providing end-user support for Microsoft Outlook.
• Working knowledge or professional experience with C# is required.
• Knowledge of Microsoft SQL Server and the ability to perform basic SQL troubleshooting and queries.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to assess the urgency and business impact of technical incidents and prioritize work accordingly.
• Experience working with SLAs, ticket queues, and support prioritization.
• Strong technical aptitude and the ability to learn new software platforms and technologies quickly.
• Ability to explain technical concepts clearly and effectively to non-technical customers.
• Strong customer-service mindset with patience, professionalism, and a solutions-oriented approach.
• Ability to manage multiple requests simultaneously in a fast-paced support environment.
• Full professional proficiency in spoken and written English.
• Availability to work Monday through Friday, from 8:00 AM to 6:00 PM CST.

Benefits

• Fully remote work environment.
• Full-time employment opportunity.
• Customer-facing technical role with exposure to software, applications, databases, integrations, and web technologies.
• Opportunity to develop technical expertise across C#, Microsoft SQL Server, Microsoft Outlook, and application troubleshooting.
• Cross-functional collaboration with Development, Engineering, and Product teams.
• Opportunity to contribute to customer onboarding, implementation, configuration, and platform adoption.
• Exposure to diverse technical issues and real-world customer environments.