Technical Support Specialist ( Streaming & SaaS ) at Bitkernel Technology Inc – São Paulo, São Paulo

Bitkernel Technology Inc. is redefining how the world experiences digital video. With a proven track record of innovation, we’re on a mission to revolutionize streaming technology and build complete content ecosystems. Headquartered in Austin, Texas, with a growing office in Vancouver, B.C., we’re building our future in North America.

Powered by our groundbreaking platform, Goose, we’re creating a next-generation self-serve SaaS solution that enables content creators, broadcasters, and media companies to launch and scale OTT streaming services across Android, iOS, Web, and SmartTV platforms.

At Bitkernel, you’ll experience the energy of a startup with the stability of an established product—and the opportunity to make a global impact. You’ll help shape major technical innovations, collaborate with visionary leaders, and solve complex, global-scale challenges backed by long-term R&D investment.

We thrive on empathy, innovation, and continuous learning. Our team is made up of curious, strategic thinkers who combine deep technical expertise with emotional intelligence and a collaborative spirit across cultures and disciplines.

Join us to build, innovate, and grow as we redefine how the world experiences digital video.

Startup Hustle: You thrive in fast-paced, ambiguous environments with a hands-on, problem-solving attitude.

Boundary-Breaking Vision: You challenge conventions to pioneer innovative, world-class user interfaces.

AI-Enhanced Innovation: You harness AI to supercharge development workflows and push the boundaries of what’s possible.

Are you passionate about the technology behind streaming? We are looking for a highly logical and curious Technical Support Specialist to join our team. In this role, you won’t just be solving tickets; you will be the vital bridge between our global clients and our development teams, ensuring our platform runs flawlessly.

Responsibilities

• Manage the platform support lifecycle: troubleshoot and solve technical streaming issues for our B2B clients.
• Bridge the communication gap: translate client needs and technical problems into clear, actionable requirements for the Dev team.
• Master the ticketing ecosystem: operate and maintain the JIRA system with precision.
• Escalate and organize: proactively follow up on tickets, grouping them by technical themes to identify patterns and systemic improvements.
• Client Education: explain complex platform functionalities to clients in a way that is easy to understand.
• Collaborate globally: coordinate with technical teams in the US and China to resolve high-level infrastructure queries.

Requirements (Mandatory)

• Bachelor’s degree in Systems Engineering, Telecommunications, or related fields.
• Bilingual proficiency: Must be fluent in English and Portuguese (Mandatory).
• Technical background in Streaming: Solid understanding of streaming environments and streaming technologies.
• Ticketing Expertise: Hands-on experience using JIRA (or similar) for issue tracking and escalation.
• Hybrid Availability: Ability to work from the office twice a week and availability for occasional international travel/training.
• Exceptional Communication: Strong ability to "translate" between technical and non-technical stakeholders.

Nice to Have

• Programming Context: Understanding of code logic/structures (even if you aren't the one coding).
• UX/UI Awareness: A basic understanding of user experience principles to help identify interface-related friction.
• International Experience: Previous experience working with multicultural teams (especially US or Asian markets).

Soft Skills

• Curious Spirit: A genuine hunger to learn and master a complex, evolving platform.
• High Logical Capacity: Strong analytical skills to deconstruct problems and find root causes.
• Proactivity: Excellence in follow-ups and a "get-it-done" attitude toward issue resolution.
• Autonomy: Ability to manage a high volume of tasks with minimal supervision.

Perks & Benefits:

• Career Development Opportunities: Access to learning resources, mentorship, and professional growth.
• Collaborative Team Environment: Engage in team-building activities and thrive in a creative, supportive workplace.
• Great Work Environment: Work from our modern office, with flexibility to work from home.
• Global Opportunities: Join a company with international reach and potential for future travel and team-building abroad.
• Pay Equity: We base pay on your experience, location, and internal equity to make sure everyone is compensated fairly and consistently.

If you want to be part of an innovative team and help drive Bitkernel's growth, join us!