Technical Customer Support Specialist Fluent Portuguese (Guadalajara, MX)

TeamViewer provides a leading Digital Workplace platform that connects people with technologyenabling improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.

We believe that our diverse teams and strong company culture are key to the success of our products and technologies that hundreds of millions of users around the world and around 645000 customers across all industries rely on. With more than 1900 employees worldwide we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact

Level II Technical Customer Support

The Level II Technical Customer Support Specialist provides advanced technical assistance to customers using our SaaS platform. This role handles escalated issues from Level I Support performs deeper troubleshooting collaborates with engineering teams and ensures timely resolution of complex technical problems. The ideal candidate has strong analytical skills excellent communication abilities and experience supporting cloudbased applications.

Key Responsibilities:

• Advanced Troubleshooting Diagnose and resolve complex technical issues involving application behavior integrations APIs authentication and data workflows.

• Escalation Handling Serve as the primary escalation point for Level I Support; take ownership of highpriority or unresolved cases.

• Customer Communication Provide clear professional and empathetic communication through email chat and video calls.

• Technical Investigation Reproduce issues analyze logs review system metrics and identify root causes.

• Collaboration with Engineering Document defects submit detailed bug reports and work closely with product and engineering teams to drive resolution.

• Knowledge Base Contribution Create and update internal and customerfacing documentation troubleshooting guides and best practices.

• System Monitoring Assist in monitoring platform health alerts and incident response activities.

• Customer Advocacy Represent customer needs internally and help identify opportunities for product improvement.

• Training & Mentorship Support onboarding and skill development for Level I Support team members.

Required Qualifications:

• Required: Fluency in Portuguese & English Language

• 24 years of technical support experience preferably in a SaaS or cloudbased environment.

• Strong understanding of web technologies (HTTP REST APIs JSON browsers networking basics).

• Experience with ticketing systems such as Zendesk Freshdesk Jira Service Management or similar.

• Ability to read and interpret logs error messages and API responses.

• Familiarity with authentication standards (OAuth SSO SAML) is highly preferred.

• Excellent written and verbal communication skills.

• Strong problemsolving skills with the ability to work independently.

• Comfortable working in a fastpaced customerfocused environment.

Preferred Qualifications

• Experience with SQL for basic queries or data validation.

• Exposure to cloud platforms (AWS Azure GCP).

• Basic scripting knowledge (Python Bash PowerShell) is a plus.

• Experience supporting integrations with thirdparty systems.

• Prior involvement in incident response or oncall rotations.

What we offer:

• Please note this is an in-office position: Av Adolfo Lopez Mateos 2405 Col. Providencia. (IN OFFICE POSITION / NO REMOTE)

• Our teams collaborate and work with each other towards a common goal.

• We truly live and celebrate our cultural diversity: our colleagues come from more than 70 countries and speak more than 40 languages.

• Its all about the team: become part of a community that values respect support and open feedback

• Enjoy an attractive workplace with modern equipment within a dynamic company that enjoys continuous healthy growth

• Benefit from learning opportunities internal & external

• Health Benefits:major medical expenses services / Life insurance

• Food Vouchers

• Parking at the Midtown Plaza

• Quarterly team building events and companywide All Hands meetings

• Snacks and soft drinks/ Occasionally free lunches.

• Open door policy and casual dress code.

• We celebrate diversity as one of our core values. Join c-a-r-e and lead change initiatives together with us!

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse values-driven culture makes us stronger. As we continue to grow as a company we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender civil or family status sexual orientation religion age disability education level or race.