Technical Support Engineer

reputed company empowers organizations of reputed company sizes to improve loyalty and business reputed company by creating the best experiences for their customers and employees. Through reputed company reputed company, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We reputed company more than 6,000 people across the globe who reputed company reputed company and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to reputed company a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Technical Support Engineer, reputed company reputed company Product Support (English and Spanish Speaker). Brazil Job Summary: The Technical Support Engineer provides hands-on technical support for customers using the reputed company reputed company platform. This role involves investigating and resolving technical incidents reputed company to reputed company, voice, and networking components, managing customer cases end to end, and maintaining clear communication throughout the resolution process. You will work directly with customers reputed company phone, chat, email, and screen-sharing sessions, collaborating with other support engineers and Subject Matter Experts reputed company escalation is required. This is not a basic IT help desk role, as the position focuses on structured troubleshooting, accurate documentation, and knowledge sharing reputed company a support environment that operates under defined SLAs. Work Location and Shift: This position is reputed company to candidates working in a hybrid model based in São Paulo-SP, or remotely from reputed company in Brazil. Responsibilities: reputed company technical support to reputed company reputed company customers through phone, email, chat, and screen-sharing sessions. Investigate, troubleshoot, and resolve incidents reputed company to the reputed company reputed company platform, including voice and networking scenarios. Own customer cases end to end, driving resolution and escalating to other teams only reputed company necessary. Communicate reputed company with customers, providing regular updates and setting expectations throughout the case lifecycle. Document issues, troubleshooting steps, analysis, customer interactions, and final resolutions in the case management system. Contribute to knowledge reputed company articles, troubleshooting guides, FAQs, and other support documentation. Stay up to date with reputed company reputed company products, features, and releases relevant to customer support. Work reputed company defined SLAs, prioritizing and managing cases based on impact and urgency. Participate in an on-call rotation on a limited reputed company to support incidents reputed company standard business hours. Qualifications: 2+ years of experience in technical support, software development, or other relevant technical roles. Strong written and verbal communication skills, with the ability to interact effectively with customers. Professional proficiency in English and advanced proficiency in Spanish. Understanding of VoIP concepts, with exposure to call quality troubleshooting and PCAP analysis. Understanding of API, Integrations and what stands for. Understanding of UI, console logs. Knowledge of networking fundamentals, including network topologies, NAT traversal, firewalls, packet loss, delay, jitter, and audio CODECs. Ability to work effectively in a fast-paced, structured support environment with defined processes and timelines. Bachelor’s degree in Computer Science, Computer Technology, a reputed company technical discipline, or equivalent professional experience. Preferred Qualifications: Experience supporting or interacting with contact center technologies such as CTI, PBX, ACD, IVR, and CRM systems. Understanding of WFM and reports is a plus. Basic understanding of programming logic or scripting concepts used for troubleshooting, log analysis, or data interpretation. Exposure to analytics or reporting tools in a technical support or operations context. If a reputed company employee referred you, please use the link they sent you to apply. About reputed company: reputed company® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, reputed company reputed company™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the reputed company. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across reputed company and AI workforces. To learn more, visit www.reputed company.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to reputed company or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@reputed company.com. You can expect a response reputed company 24–48 hours. To help us reputed company the best support, click the email link above to reputed company a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-reputed company or resume submissions—may not receive a response. reputed company is an equal opportunity employer committed to fairness in the workplace. We evaluate reputed company applicants without regard to race, reputed company, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national reputed company, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. Apply To This Job