Product Support Specialist I

São Paulo Brazil (Hybrid or On-site depending on business needs)

Join a collaborative and customer-focused team dedicated to delivering exceptional product experiences. As a Product Support Specialist I youll play a critical role in helping customers succeed by solving problems quickly and effectively. This is an excellent opportunity to grow your technical and customer support skills build product expertise and contribute to continuous improvement through knowledge sharing.

Were committed to creating an inclusive environment where everyone can learn grow and make an impact.

• Act as the first point of contact for customers and internal users via phone chat email and support portal
• Diagnose and resolve common product issues using knowledge base articles runbooks and standard procedures
• Collect and document key information (e.g. issue details environment impact steps to reproduce) to ensure accurate case management
• Log categorize prioritize and manage tickets in ITSM/CRM systems (e.g. ServiceNow Zendesk Jira Service Management)
• Meet established service level agreements (SLAs) for response and resolution on low- to medium-complexity cases
• Escalate more complex or high-priority issues (P1/P2) following defined processes
• Guide customers through workarounds product features and self-service resources
• Contribute to improving internal knowledge bases by creating and updating articles
• Monitor ticket queues and ensure timely follow-up through to resolution
• Support customer satisfaction efforts by ensuring surveys are completed and feedback is captured

• 02 years of experience in customer support service desk or product support
• Strong communication skills (written and verbal) with a customer-first mindset
• Ability to troubleshoot basic technical issues (e.g. web applications client software)
• Familiarity with ticketing or helpdesk tools
• Strong attention to detail and ability to document information clearly
• Ability to manage multiple tasks and prioritize effectively

• Experience supporting SaaS or software/hardware products
• Exposure to tools such as ServiceNow Zendesk or Jira Service Management
• Basic understanding of APIs logs or debugging processes
• Experience working with remote support tools

• Competitive salary and performance-based incentives
• Opportunities for career growth into advanced support or technical roles
• Ongoing training and development (technical skills product knowledge customer experience)
• Flexible work arrangements (hybrid options where applicable)
• Paid time off and holiday schedule
• Inclusive supportive team culture focused on learning and collaboration
• Exposure to industry-leading tools and technologies

• First Response Time (FRT)
• First Contact Resolution (FCR) within L1 scope
• SLA adherence (response and resolution targets)
• Customer satisfaction (CSAT/NPS)
• Quality and completeness of ticket documentation
• Contributions to knowledge base and team learning