Support Specialist in Brazil, Indiana at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Support Specialist in Brazil.

This role sits at the heart of the customer experience within a fast-paced SaaS environment supporting the construction industry. You will handle high volumes of customer interactions daily, acting as the first line of resolution for operational, technical, and workflow-related issues. The position requires strong analytical thinking, structured troubleshooting, and the ability to manage multiple concurrent cases while maintaining speed and accuracy. You will work closely with customers under real-time pressure, helping them resolve critical issues related to integrations, system access, and operational workflows. Collaboration with technical teams, customer success, and engineering will be key as you escalate and resolve complex cases. This is a highly impactful role where your ability to diagnose problems and communicate clearly directly influences customer satisfaction and product reliability.

In this role, you will manage a high-volume support queue while ensuring fast, accurate, and structured resolution of customer issues across multiple communication channels.

• Handle approximately 30–40 customer tickets per day across email, chat, and occasional calls or video support.
• Investigate and troubleshoot technical and workflow issues using logs, dashboards, and internal documentation.
• Diagnose common system issues such as integration failures, authentication problems, and data discrepancies.
• Reproduce customer-reported issues and document findings clearly for resolution or escalation.
• Escalate complex technical cases to engineering or technical teams with complete and structured context.
• Own cases end-to-end, ensuring proactive communication and timely updates to customers.
• Maintain SLA compliance, ticket hygiene, and proper categorization of support requests.
• Identify recurring issues and report patterns to support leadership and product teams for continuous improvement.

The ideal candidate has experience in high-volume technical support environments and is comfortable working under pressure while maintaining accuracy, empathy, and structured problem-solving.

• 2–4 years of experience in high-volume customer support or technical support roles.
• Experience handling 25+ tickets per day in SaaS, IT support, or integration-focused environments.
• Strong troubleshooting skills using logs, dashboards, documentation, and customer data.
• Experience with time-sensitive environments where delays impact business operations.
• Ability to manage multiple concurrent cases with a structured tracking system.
• Clear, empathetic written and verbal communication tailored to different audiences.
• Ability to work remotely under SLA-driven performance metrics and visibility.
• Strong analytical thinking and problem-solving mindset.

• Fully remote work model across Latin America
• Competitive compensation aligned with experience and market standards
• Equity participation opportunities for eligible roles
• Exposure to a fast-growing SaaS environment in the construction technology sector
• Collaborative and transparent team culture
• Career growth opportunities in technical support and customer success paths
• Dynamic environment focused on learning and continuous improvement