Local
São Paulo, SP — Remoto
Responsabilidades
- Serving as the primary point of contact for customers throughout the escalation lifecycle.
- Coordinating communication and ensuring follow-through on actions between customers and internal teams, including Support, Engineering, Product, QA, and Sales.
- Leading technical troubleshooting sessions and supporting root cause analysis (RCA) efforts.
- Delivering timely, concise updates to both customers and internal stakeholders.
- Maintaining comprehensive documentation of escalation processes, actions taken, and final resolutions.
- Identifying risks, blockers, and recurring trends in escalations; collaborating with Product Support Engineering to address product-related issues.
- Driving continuous improvement by analyzing root causes and contributing to post-escalation reviews and process enhancements.
Requisitos
- Bachelor’s degree preferred
- Speak fluent English, Spanish, and Portuguese
- 4+ years of experience in escalation support roles within the SaaS/IT industry
- 5+ years in technical support, preferably of a software product, and ideally an enterprise software product
- Basic understanding of Robotic Process Automation (RPA) or Agentic Process Automation (APA), AI, and ITIL or similar service management frameworks
Sobre a empresa
Automation Anywhere is a leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system integrates process discovery, RPA, end-to-end orchestration, document processing, and analytics with enterprise-grade security and governance.
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