Technical Support Consultant, English C1, Native Portuguese

Responsibilities

• Deliver outstanding customer support via chats, emails and tickets
• Managing troubleshooting processes, handling escalations, and backlog maintenance
• Build strong and lasting customer relationships
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI
• Communicate with other teams

Requirements

• Native Portuguese and excellent English skills (at least C1 for both spoken and written)
• Technical Support experience
• Proficient in Windows, Linux, and MacOS, including fundamental diagnostic commands
• Software troubleshooting and ability to handle and analyze log files
• Knowledge in cybersecurity and fundamental understanding of vulnerability management concepts (e.g., CVEs, risk scoring, false positives)
• Knowledge of APIs and Webhooks for troubleshooting connection issues
• Ability to read and interpret scripting logic (e.g., Bash, PowerShell) and understand execution errors
• Experience with ticketing systems (e.g., HubSpot, Jira)
• Ability to quickly learn the product ecosystem and follow precise procedures
• Experience writing professional, well-structured notes on support cases
• Strong analytical thinking and research skills
• Willingness to work a flexible schedule
• Positive, proactive and responsible attitude
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)