Technical Support Engineer

Marker.io
📍 São Paulo - SP Publicado 23/12/2025 Área: Technical Support Engineer
Remoto / Home office

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The opportunity We're hiring our first technical support engineer at Marker.io.

Local

São Paulo - SP

Remoto

Responsabilidades

  • Handle a weekly volume of 50 tickets as the first line of defense
  • Quickly resolve customer issues: browser caching, integration reconnections, trial extensions
  • Use browser developer tools (Console/Network tab) to reproduce bugs and identify root causes
  • Prioritize high-value trials and Enterprise clients for white-glove service
  • Live support & technical consulting
  • Initiate calls to debug issues live or de-escalate frustration face-to-face
  • Join sales calls with prospects as the technical expert (features onboarding, integrations workflows, …)
  • Supervise AI-drafted responses (~60% of simple questions) and ensure customers feel heard
  • Knowledge base
  • Identify recurring issues and write documentation to prevent them
  • Build and maintain our support knowledge base
  • Document feature requests and context in Canny to help inform future development
  • Share customer insights with product and engineering to improve the product
  • Help improve our Intercom Fin CX score by suggesting updates to knowledge base articles that power automated responses
  • Code contributions & bug fixing
  • Don't just report bugs, fix them.
  • Open Pull Requests for small bugs, UI polish items
  • Work with the Engineering team to review your code and improve your development skills

Requisitos

  • Technical problem-solver.
  • Customer-first mindset.
  • Strong communicator.
  • Autonomous and proactive.
  • Detective instincts.
  • Finisher.

Benefícios

  • Compensation & benefits
  • Team retreats: At least once per year, plus meetups in Brussels for remote team members.
  • Flexible working hours : As long as you can collaborate with your team effectively, get your work done, and display the right attitude, you control your own schedule.
  • Holidays: 25 days off per year.
  • Onboarding in Brussels: Your first week will be on-site for kickoff.
  • Career evolution roadmap : We'll map your career goals from day one and check in regularly.
  • This role is a launchpad to grow into engineering or senior support leadership.

Sobre a empresa

About Marker.io Marker.io launched in 2016, founded by three friends with digital agency backgrounds who saw how painful it was to collect website feedback.

We built a better way.

Today we're a team of 10, serving 3,000+ companies worldwide.

Our HQ is in Brussels, but most of the team works remotely across Europe and the US.

We help digital teams deliver and maintain flawless websites.

We're now expanding the core product into proactive website monitoring and adding AI capabilities to each part of the app.

Location

  • Although our headquarters are in Brussels, Belgium, our team works across Ireland, the Netherlands, Poland, Spain, Slovenia, USA, and more.
  • This role is open to remote applicants across Latin America.
  • Most of our customers are based in the US, so we're looking for someone who can cover US timezones (San Francisco to New York) while also having some overlap with our European team.