Technical Support Consultant

Support Your App
📍 Brasília - DF Publicado 28/01/2026 Área: Technical Support Consultant
Remoto / Home office

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SupportYourApp is a global Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support.

Local

Brasília - DF

Remoto

Responsabilidades

  • Deliver outstanding technical support via chats and emails
  • Reproduce, investigate, and diagnose product issues using browser tools, logs, changelogs, and response statuses
  • Accurately distinguish between product bugs, user environment issues, and third-party platform limitations
  • Escalate incidents clearly, including impact, timeline, and reproduction steps
  • Manage ticket surges, identify recurring issues, and send proactive user communications
  • Collaborate closely with Engineering and Product teams, including participation in planning sessions
  • Run recurring support retrospectives and surface trends for prioritization and improvement
  • Create and maintain structured tickets and contribute to workflow improvements in Zendesk and Linear
  • Understand data migrations and associated risks (data loss, malformed data, parsing issues)
  • Proactively improve support processes, documentation, and internal systems

Requisitos

  • Excellent English communication skills (at least C1 for both spoken and written)
  • At least 1–2 years of proven experience in a Technical Support Engineer or Product Support Engineer role
  • Experience translating technical issues for non-technical users (high EQ)
  • Experience reproducing and troubleshooting complex technical issues using browser tools, logs, and changelogs
  • Solid understanding of engineering workflows, including releases, migrations, and potential user impact
  • Ability to clearly distinguish product bugs from user environment issues

Benefícios

  • Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these.
  • The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

Processo seletivo

  • Send us your CV in English to collaborate with us!

Sobre a empresa

SupportYourApp is a global Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries.