Remote Technical Product Support Engineer - AMER

About Our Team: The Technical Support Engineering team at Axonius is integral to our customer success stories. We specialize in delivering expert guidance while resolving intricate technical issues efficiently. Our team thrives on collaboration and embraces a culture of innovation, always aiming for excellence in customer service and robust relationships. Operating in a global landscape, we are dedicated to continuous improvement and teamwork.Key Responsibilities:Serve as the primary contact for all assigned support tickets.Act as an escalation point for both the Technical Support and Technical Account Management teams.Analyze and troubleshoot incidents with a focus on achieving one-touch resolutions.Interpret customer inquiries regarding product usage and provide prompt, detailed responses.Document comprehensive escalation notes for issues requiring senior engineering intervention.Conduct routine follow-ups and manage tickets through email and our case management system.Maintain and enhance the internal and external knowledge bases.Engage with customers and internal teams about existing tickets and identify recurring issues.Provide constructive feedback to management for process and procedure enhancements.

Join our dynamic team at Crewbloom as a Technical Support Engineer, where you will be the first point of contact for customers seeking assistance with technical issues and product inquiries. Your role will involve resolving technical challenges and providing comprehensive support to enhance customer satisfaction. We are looking for individuals with a proactive mindset, strong problem-solving abilities, and excellent communication skills. If you're ready to make a difference for our clients and internal teams around the clock, we want to hear from you!Key ResponsibilitiesEfficiently manage a high volume of incoming support tickets.Respond to customer inquiries about our products and services.Receive and troubleshoot technical requests.Triage and escalate tickets to appropriate Level 2 teams as necessary.Follow established communication protocols and company policies.Provide accurate and detailed information using the right tools and methods.Build trust and sustainable relationships with customers through clear and transparent communication.Resolve customer complaints effectively and follow up to ensure satisfaction.Document customer interactions and manage customer accounts diligently.Proactively engage with customers to enhance their experience.Perform other duties as assigned by the Team Manager.

Location: São Paulo, BrazilJob Mode: Full-timeWork Mode: In-Person Role overview The L3 Production Support Engineer at Encora focuses on solving support challenges, improving operational processes, and automating solutions for recurring issues. Deep knowledge of Java is essential, along with strong communication skills to support technical discussions and translate business needs into technical plans. The position is responsible for ensuring secure, scalable, and high-quality solutions are delivered. What you will do Investigate and resolve support issues in partnership with senior external clients, internal stakeholders, and various engineering teams. Mentor and guide junior team members to help resolve issues efficiently. Develop and refine the Site Reliability Engineering (SRE) strategy to improve platform scalability, reliability, and performance. Automate manual processes to increase efficiency and reduce risks. Troubleshoot and resolve complex technical problems, collaborating with cross-functional teams as needed. Work closely with engineering to address client issues. Participate in on-call rotations and respond to incidents as required. Continuously improve processes and systems to enhance reliability and minimize risks. Propose and influence improvements to the roadmap for better client experiences. Create documentation and code snippets for both clients and internal engineering teams. Key skills Strong background in Java Experience with SQL and Linux environments Excellent communication skills for technical discussions and translating business needs

Intuition Machines leverages cutting-edge AI and machine learning technologies to develop innovative enterprise security products that safeguard millions of users globally. Our flagship product, the hCaptcha security suite, is a testament to our commitment to creating effective security solutions with minimal overhead, a lean team structure, and rapid iteration cycles.As a Senior Technical Support Engineer, you will engage closely with clients and our engineering teams to address intricate technical issues, enhance product reliability, and ensure an exceptional customer experience. Your background in software development will empower you to investigate issues deeply and contribute directly to the enhancement of our products.Key Responsibilities:Troubleshoot complex backend and frontend challenges for enterprise clients.Collaborate with Engineering, Product, and Security teams to identify root causes and implement effective solutions.Enhance product quality by debugging, prototyping, or developing small automation tools.Utilize knowledge in web security, bot mitigation, and fraud prevention to assist customers effectively.Provide mentorship to fellow support engineers and refine team processes and documentation.Establish strong customer relationships through clear and proactive communication.Qualifications:5+ years of experience in software engineering or technical support with robust coding skills.Proficiency in Python, JavaScript, HTML, and CSS.Experience with distributed systems, web security, and large-scale applications.Strong analytical and problem-solving abilities with meticulous attention to detail.Excellent communication and collaboration skills.Familiarity with support systems, ticketing tools, or automation/scripting is a plus.Desirable Skills:Experience working with Grafana, SQL, ClickHouse, Redash, or supporting enterprise clients.What We Offer:Fully remote role with flexible working hours.An inspiring team of professionals located worldwide.Modern development and deployment workflows: ship early, ship often.High impact work with a large user base, satisfied customers, and significant growth opportunities in cutting-edge R&D.A flat organizational structure allowing direct interaction with customer teams.We are dedicated to fostering an inclusive environment and celebrating equal opportunities for all team members.Join us in revolutionizing cybersecurity, user privacy, and machine learning!Please note that all roles require pre-employment screening, including third-party verification of work history, education, and identity, along with a final in-person interview and identity verification step conducted in your country of residence.

About BigDataCorpBigDataCorp stands as the largest datatech company in Latin America, committed since 2013 to democratizing access to data, enhancing possibilities and certainties in an uncertain world.We are pioneers in the capture, structuring, storage, and distribution of data in Brazil. Our processes are unique and fully compliant with LGPD and other regulations, ensuring the ethical sourcing of the information we provide.About the Support Team and the RoleThe Support Team plays a vital role in addressing customer inquiries regarding our products promptly, with quality and empathy. We are seeking an individual who can delight and assist our customers, ensuring every interaction is exceptional.

Datadog is looking for a Technical Support Engineer II to join the team in Sao Paulo, Brazil. This role centers on helping customers make the most of Datadog’s monitoring and analytics platform. Daily work includes troubleshooting technical issues, answering questions about the product, and guiding users through different features. Key responsibilities Investigate and resolve complex technical problems for clients using the Datadog platform Collaborate with engineering teams to escalate and address product-related challenges Support customers by explaining features and sharing best practices Uphold Datadog’s standards for high-quality customer service Location This position is based in Sao Paulo, Brazil.

Join Megaport as a Technical Support EngineerAt Megaport, we are redefining the tech landscape as the global frontrunner in Network as a Service (NaaS). Our innovative solutions revolutionize how businesses connect to the cloud, data centers, and one another. As a publicly traded company on the Australian Stock Exchange, we collaborate with industry giants such as Amazon, Microsoft, Google, Oracle, and IBM. With our headquarters in Brisbane and a talented team of over 400 professionals spanning Asia-Pacific, Europe, and the Americas, we foster a collaborative, supportive, and enjoyable work environment.Our Team CultureWe pride ourselves on being a diverse team of innovators and problem solvers. Here, collaboration takes precedence over hierarchy, curiosity drives our progress, and every team member’s input is valued. While we approach our work with seriousness, we also believe in having fun. Our global vision requires seamless teamwork across time zones, and we trust each other to uphold our values without sacrificing our ethical standards. Most importantly, our customers are at the heart of everything we do.We actively promote diversity in tech and encourage candidates from all backgrounds to apply, even if you don't meet every requirement.Your RoleAs a Technical Support Engineer (TSE), your primary responsibility will be to deliver outstanding customer support to our global clientele, ensuring an exceptional experience with each interaction. You will act as the initial point of contact for customers seeking technical assistance or support related to their accounts, providing timely, precise, and professional responses through various communication channels including phone and web-based platforms.Your role will involve troubleshooting and resolving a variety of technical networking issues, guiding customers through service configurations, and collaborating with internal teams to expedite issue resolution. Your ability to convey complex technical concepts clearly—both verbally and in writing—will be vital in sustaining customer trust and satisfaction. Additionally, you will document cases meticulously, contribute to our internal knowledge bases, and identify opportunities to enhance processes and the overall customer experience.In this fast-paced, global environment, you will need to manage competing priorities, think critically under pressure, and work autonomously. This role requires a commitment to customer satisfaction and a proactive approach to problem-solving.

Join our dynamic team as a Technical Support Specialist and provide exceptional IT support to our clients.Manage incoming customer support calls and service requests with professionalism.Provide end-user assistance for computers, operating systems, applications, network connectivity, printers, and peripherals.Ensure effective ticket management and maintain documentation within the support system.Collaborate with vendors and escalate issues to higher-level support teams as necessary.Regularly review and update documented information to ensure accuracy.

Join our dynamic team at Capco as a Technical Support Specialist, where you will play a crucial role in delivering exceptional support services. This remote position offers the opportunity to engage with innovative projects in a collaborative environment. You will be responsible for planning and controlling various technical processes, ensuring efficiency and effectiveness in all operations.

Position Overview:The Technical Support Team Leader is responsible for the effective management of technical support operations, fostering communication among various internal teams (T2, R&D, Pro Services, Customer Services, etc.) throughout LATAM. This role also serves as a pivotal internal coordinator at Genetec, ensuring adherence to processes and engagement with stakeholders.Your Daily Responsibilities:Management of Technical Support OperationsTrack and assess team and individual performance metrics (KPIs), including Business Day Resolution (BDR), 1 Week DR, Customer follow-up, Customer Satisfaction (CSAT), etc.Promote a collaborative atmosphere within the team for support cases to ensure effective analytical methods are utilized.Provide support to key Genetec accounts.Transfer analytical and technical troubleshooting skills to support engineers for expedited case resolution.Proactively identify task conflicts and organizational changes based on evolving priorities.Manage escalations in collaboration with the Customer Experience (CX) Manager.Coordination of Escalations with R&D, T2, and Project ManagersAddress complex cases and high-priority customers.Distribute support resources effectively.Facilitate communication and activity coordination between Genetec's functional teams and customers (e.g., Product Management, R&D, Sales, and Sales Engineering) regarding SWAT tasks.Engage in risk and impact assessment and mitigation strategies.Provide technical feedback to product teams (IPG).Contribute actively to reducing SWAT Time to Resolution (TTR) through diligent follow-up.Team LeadershipAssist the CX Manager in assessing team and individual performance.Ensure adequate product knowledge within the team and recommend training and development actions (coaching, observation, mentoring).Participate in the recruitment process.Encourage team participation in regular meetings (stand-ups, retrospectives, grooming, etc.).Oversee training and onboarding of new team members on tools, systems, and procedures.Resolve interpersonal conflicts within the team.Dedicate time to mentoring support engineers.Support Practices and ProcessesEnsure comprehensive knowledge and application of all processes.Continuously seek improvements to processes for enhanced efficiency.Develop preventive and proactive service strategies.Champion best practices in the utilization of management and operational tools (CRM, SWAT, Five9, etc.).About You:Familiarity with Genetec products.Understanding of Genetec customer base.Proficiency in Windows operating systems.Knowledge of IP networking fundamentals.Expertise in low-latency electrical circuits.Experience with PC configuration and troubleshooting.General IT knowledge and skills.

Join Capco as a key player in delivering exceptional technical support, planning, and control services. This remote role offers an opportunity to work with a dynamic team dedicated to driving innovation and excellence in the financial services sector. You will be responsible for resolving technical challenges, implementing efficient planning processes, and ensuring meticulous control over projects.

About UsSupportYourApp is a premier global leader in Support-as-a-Service, collaborating with technology giants and industry frontrunners such as MasterCard, Calm, and MacPaw across more than 30 countries since 2010. Our mission is to provide secure customer and technical support, catering to clients in 60 languages across various sectors. Imagine being part of the world's leading SaaS, software, or hardware solutions.Seize the opportunity to join our vibrant community as a Technical Support Consultant. Here, you will flourish in a multicultural, multilingual environment while working from the comfort of your home. Enhance your skills and meet ambitious goals with our People First management philosophy. Are you ready to embark on this journey?Key Responsibilities:Provide exceptional technical support through email and chat.Foster strong, long-term relationships with customers.Stay updated with the latest tools and technologies.Handle sensitive customer information with utmost care and security.Implement cutting-edge customer satisfaction practices.Maintain an in-depth understanding of client solutions and achieve KPIs.Collaborate effectively with developers and cross-functional teams.Qualifications for Success:Proficient in English communication skills (minimum C1 level).Prior experience in a technical support capacity.Knowledge of VPS setup and management.Strong grasp of Windows Server administration.Familiarity with trading platforms like TradingView, TradeStation, and NinjaTrader.Excellent analytical and research abilities.A positive, proactive, and responsible mindset.Access to a personal computer (minimum 8Gb RAM) with a reliable internet connection (at least 50 Mbps download and 40 Mbps upload).Preferred Qualifications:Experience with CRM systems.Benefits:Flexible working hours.Fully remote collaboration.An inclusive international work environment.Competitive compensation in USD.Incentives for referring friends.A balance between work commitments and personal time alongside a dedicated internal health policy.Supportive leadership invested in your growth and long-term collaboration.An environment that promotes self-development and a culture of trust, free from time-tracking.*Benefits may vary based on engagement terms. Specific terms regarding compensation, benefits, and working conditions will be detailed in your agreement upon selection.

Join the dynamic team at DevSquad, a premier software development consultancy based in the United States, specializing in creating innovative products with nearshore teams across Latin America.At DevSquad, you'll develop products tailored for the American market while collaborating with a team of elite professionals. Enjoy the flexibility of working remotely from anywhere in Brazil within a vibrant, collaborative, and intelligent environment at a rapidly growing and solid company.If you thrive on continuous learning, embracing challenges, autonomy, and speed, your next opportunity may be here with us!Your Role:Collaborate closely with stakeholders to gather requirements and prioritize features based on product value and technical feasibility.Define and prioritize product features and requirements.Maintain and manage the product backlog.Oversee release timelines for features across various product deliverables.Translate product/business needs into detailed requirements for prototyping and final development by UX teams and developers.Prioritize feature requests, enhancements, and bug fixes.Plan Sprint meetings and conduct Discovery sessions with clients.Act as a subject matter expert and main point of contact for our clients.Analyze and report on product performance, making data-driven decisions to enhance the product and drive growth.

We are looking for a dedicated IT Support Specialist (Level 1–2) who is passionate about providing exceptional remote technical assistance to our expanding user base. This position is perfect for those who thrive on solving everyday tech challenges while ensuring a positive customer experience through phone and email communications.Your contributions will be vital in maintaining seamless IT operations by effectively troubleshooting, documenting, and resolving user issues in a timely manner.Key Responsibilities Act as the main point of contact for user inquiries via phone and email. Diagnose and resolve end-user issues related to Microsoft 365 services including Outlook, Teams, OneDrive/SharePoint, and assist with password resets and mailbox updates. Provide technical support for Windows 10/11 devices, applications, user profiles, and printers. Aid in remote access issues and conduct basic network troubleshooting (DNS, DHCP, WiFi, VPN). Set up and configure devices for new users (laptops, workstations, peripherals). Keep detailed records of troubleshooting steps, resolutions, and updates in the ticketing system. Escalate complex issues to senior technicians with comprehensive documentation. Adhere to standard operating procedures (SOPs) and service workflows to achieve response and resolution targets. Maintain proactive communication with users regarding ticket status, timelines, and next steps.Qualifications 1–3 years of experience in IT support, preferably in a multi-client or Managed Service Provider (MSP) setting. Proven expertise in troubleshooting Windows 10/11 environments. Familiarity with supporting Microsoft 365 platforms (Outlook, Teams, OneDrive/SharePoint, and basic MFA). Understanding of basic networking principles (IP addressing, DNS, DHCP, gateways, WiFi, VPN). Excellent verbal communication skills and strong phone presence. Proficient written English skills for effective documentation and ticket updates. Capacity to manage multiple tickets, prioritize tasks, and ensure follow-through to resolution. Customer-centric mindset with a professional and approachable demeanor. Detail-oriented nature with strong documentation practices. Ability to work independently while adhering to structured processes.Schedule & AvailabilityThis position requires availability from Monday to Friday, 8:00 AM – 4:00 PM Eastern Time (US & Canada).Benefits Fully remote work environment. Long-term stable collaboration. Clearly defined responsibilities and structured workflows. Comprehensive training and onboarding support. Opportunity to collaborate with international teams. Exposure to advanced tools and professional practices. Supportive and cooperative work culture. Opportunities for skill enhancement and career advancement.Important Information Before Applying:At Freelance Latin America, we are eager to connect you with rewarding remote opportunities.

We are seeking a dynamic and detail-oriented Desktop Support Engineer to join our team at Adyen. In this role, you will be responsible for providing top-notch technical support to our users, ensuring that their desktop systems are running smoothly and efficiently. You will troubleshoot hardware and software issues, assist with installations, and provide training on various applications.

About the Role Yuno is looking for a Technical Support Analyst in São Paulo. This role focuses on helping clients solve technical problems and maintaining a high standard of customer support. The work centers on troubleshooting issues and guiding users toward solutions that keep their systems running smoothly.

Join Our Team at CanalsAt Canals, we are a dynamic remote startup reshaping the $10 trillion industrial supply chain through innovative AI solutions. Our cutting-edge platform effortlessly integrates with existing distributor systems, automating cumbersome processes and minimizing the risk of errors in global logistics.With a tight-knit team of 80 professionals, predominantly engineers, spread across North and South America, we are committed to excellence and collaboration.Your RoleAs a Technical Support Agent, you will be the backbone of our customer support, ensuring distributors receive prompt and effective assistance as they expand their operations on the Canals platform. Our commitment to maintaining an average response time of just one minute is a hallmark of our service excellence.You will be responsible for troubleshooting technical challenges, guiding users through our tools, and working closely with Product, Engineering, and Customer Success teams to provide a flawless customer experience. You'll also get hands-on experience with the technologies that drive our platform, including Zendesk, Postman, FullStory, and SQL, to address and resolve issues efficiently.If you possess strong communication skills, a knack for technical problem-solving, and enjoy delivering quick and clear solutions, we would love to hear from you.Your ResponsibilitiesProvide timely responses to customer inquiries via live chat and email, maintaining our one-minute average first response time.Diagnose product and integration issues, escalating to Support Engineers or Product teams as necessary.Utilize Postman for testing API endpoints and SQL for executing basic queries for troubleshooting or validation purposes.Analyze customer behavior and issues using FullStory session data.Collaborate closely with Customer Success Managers and the Solutions team to ensure a smooth onboarding process and ongoing support post-launch.Document solutions and update internal Zendesk macros and knowledge base articles.Identify recurring issues and suggest process or product enhancements.What You Bring to the Table1–3 years of relevant experience in technical support within a SaaS environment.Outstanding written and verbal communication skills with the ability to explain technical concepts clearly and concisely.Proficient in simplifying complex topics for non-technical users.Highly organized, proactive, and adaptable to the fast-paced startup culture.A strong sense of urgency and commitment to delivering quality work efficiently.

encora10 is seeking an L2 Production Support Engineer to join the team in São Paulo, Brazil. This role centers on supporting production systems and improving operations through technical solutions. Role overview The L2 Production Support Engineer will address support issues using Java, Linux, and SQL. The position involves hands-on troubleshooting and maintaining scalable, reliable systems. Collaboration with technical teams and business stakeholders is a regular part of the job. What you will do Resolve production support incidents and technical issues Apply Java, Linux, and SQL skills to maintain and enhance system performance Facilitate technical discussions with team members Translate business requirements into actionable technical strategies Contribute to automation efforts and process improvements Requirements Experience with Java, Linux, and SQL Ability to handle support issues in a production environment Strong communication skills for technical and business discussions

Encora is seeking an L2 Production Support Engineer based in Brazil. This position focuses on maintaining the stability and performance of production systems. The role requires experience with Java, SQL, and Linux. Role overview The L2 Production Support Engineer will address technical issues in live environments, working to resolve incidents and minimize downtime. Quick problem-solving and technical troubleshooting are central to this position. Key responsibilities Monitor and support production systems to ensure smooth operation Investigate and resolve incidents using Java, SQL, and Linux tools Collaborate with other teams to address recurring issues Requirements Proven experience with Java, SQL, and Linux Strong analytical and troubleshooting skills Ability to work effectively in a production support setting