Junior Technical Support Analyst

Junior Customer Support Analyst (Technical Support)

About the Opportunity

We are looking for a Customer Support Specialist to join a global technology team supporting innovative digital products and platforms.

This is a long-term remote opportunity for professionals based in Brazil who enjoy solving problems, helping customers, and working closely with product and engineering teams in a fast-paced environment.

The ideal candidate combines strong customer service skills with technical curiosity and the ability to troubleshoot software-related issues.

Key Responsibilities

• Serve as the first point of contact for customer support inquiries.
• Capture and document critical issue details within the ticketing system.
• Troubleshoot software and platform-related issues through investigation and testing.
• Guide customers through troubleshooting steps and identify whether issues are technical defects or user knowledge gaps.
• Maintain clear and professional communication with customers throughout the resolution process.
• Collaborate closely with Product and Engineering teams to escalate and resolve complex issues.
• Contribute to the continuous improvement of support processes and knowledge base documentation.
• Assist in monitoring service levels and support performance metrics.
• Identify recurring issues and recommend process or product improvements.

Required Qualifications

• 1+ year of experience in Customer Support, Customer Service, Technical Support, Help Desk, Service Desk, or similar roles.
• Experience working with ticketing systems.
• Strong troubleshooting and problem-solving skills.
• Excellent written communication skills.
• Ability to explain technical concepts in a simple and customer-friendly manner.
• Experience supporting a high volume of customer inquiries.
• Strong organizational skills and attention to detail.
• Ability to work independently in a remote environment.
• Professional English communication skills (written and verbal).

Preferred Qualifications

• Experience supporting SaaS products or technology platforms.
• Familiarity with Jira, Confluence, Intercom, or similar support tools.
• Experience collaborating with software engineering or product teams.
• Previous experience creating support documentation or knowledge base articles.
• Leadership or customer service management experience is a plus.

What We're Looking For

• Customer-first mindset.
• Empathy and strong communication skills.
• Curiosity and passion for technology.
• Ability to manage multiple priorities simultaneously.
• Continuous learning mentality.
• Strong sense of ownership and accountability.

Work Environment

• 100% Remote (Brazil)
• Long-term project | PJ
• International team environment
• Schedule aligned with U.S. Central Time (CST)