Customer Support Specialist - Brazil

LeanIX enables organizations to continuously transform. Our platform helps to efficiently organize plan and manage IT landscapes supporting 1000 customers with SaaS Management Enterprise Architecture Management and Value Stream Management.

We are looking for a Customer Support Specialist based in our Sao Paulo Brazil who will help evaluate and support customers request to support. As part of the Customer Success organization you will play a critical role in the companys current and future success as your primary goal will be to analyze and enable our customers to efficiently and effectively use the LeanIX product suite while attempting to resolve their issues. You will be building strong relationships with our valued customers understanding their needs and educate them on the product functionality.

The Customer Support Specialist role is an excellent pathway into the Customer Success Engineer as this role will be given the opportunity not only to learn about LeanIX its products and the Customer Success organization but also about other teams departments and roles within the company. Customer Support Specialists have gone on to thrive not only in the Support organization but as a Success Engineer Product Development and Customer Success Management as well.

Customer Support Specialist (m/f/d) BrazilHybrid and based in Sao Paulo Brazil

WHAT IS WAITING FOR YOU

• You will join a dynamic international team working in a connected remote setup with great passion and the common goal to improve the customer experience.
• Provide initial response operational assistance and development of software workarounds and/or resolutions.
• Deliver solutions to both technical and nontechnical end users while also supporting a wide range of technologies.
• Coordinate customer support cases including interaction with other internal groups such as Engineering Sales and Customer Success
• Work closely with the Customer Success Managers (CSM) and Customer Success Engineers (CSE) to maintain visibility and provide consistency to the Customer.
• Ensure all issues are systematically tracked escalated and communicated.
• Extensive participation in a collaborative team as a support agent gaining deeper insights into problems and bringing in the customers voice and insight to enhance the product.
• Continuously improving the knowledge base and educating team members on improvements
• Mature and transparent communication skills towards the customer with deep technical knowledge but in an understandable way for nontechnical contacts
• Able to think outside of the box to come up with creative solutions to fulfil the customers usecase by using and extending our knowledge base.
• Ability to showcase the potential of the support team to other teams and departments.
• Ability to take complete ownership of parts of the support process.
• Serves as a mentor and gives guidance to colleagues and new hires.
• Able to think outside of the box to come up with creative solutions to fulfill the customers usecase.

WHAT ARE WE LOOKING FOR

• 3 years of relevant work experience in problem analysis case resolution.
• Excellent communication and interpersonal skills capable of building rapport with diverse customer groups.
• Should also have the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers.
• Strong written communication in English and Portuguese or Spanish any additional second language is a plus
• Basic technical understanding of Enterprise Architecture methodology EA related platforms and SasS related platforms (LeanIX iServer ServiceNow Ardoq)
• Understanding of Customer Support KPI/Metrics
• Coding/Scripting skills (JSON Python HTML GraphQL SQL API Endpoint/Editors)
• SSO authentication integration (SAML Azure ADFS Gsuite Okta)
• Software/Configuration integration between applications (Service Now Confluence Apptio Intercom Signavio)
• Passion for solving technical problems.

#BIHybrid

LeanIX an SAP company is a market leader for enterprise architecture management (EAM) driving the modernization of IT landscapes and continuous business transformation. Its softwareasaservice solutions empower organizations to create transparency enabling them to visualize assess and manage the transition towards their target IT architecture. By offering a datadriven and automated approach enhanced with AI LeanIX helps organizations make sound decisions and collaborate more effectively. LeanIX serves over 1000 companies globally across various industries including more than 10% of the Fortune 500 and half of the German DAX 40. Headquartered in Bonn and offices in Munich and Berlin (Germany) LeanIX also has a strong international presence with offices in Boston (USA) London (UK) Paris (France) Amsterdam (Netherlands) and Ljubljana (Slovenia). In November 2023 LeanIX became part of SAP. For more information visit . Your application information might be therefore shared across both SAP and LeanIX recruiting and hiring teams.

LeanIX is not just a product in fact its a great place to work. Colleagues (600) from dozens of countries jointly make our vision reality. We believe in transparent communication personal development diverse workforce innovation by creating ideas that prove useful and that our worldclass team deserves the best software stack money can buy.

At LeanIX we have a Connected Remote Work Mode which means you work remotely from your home office and work from one of our offices (20% of your time). LeanIX teams and team members decide together on the work mode which suits them best. Next to that we have great benefits for you

LeanIX is committed to being an equal opportunity employer. Diversity is vital to driving the growth and success of our company. If you need an equitable interview process alternative please let our team know at You will be treated with the utmost respect and confidentiality.

All applicants will receive consideration for employment based on experience qualifications and competencies. LeanIX will not discriminate based on race color religion belief political affiliation union membership age sex pregnancy sexual orientation gender identity national or ethnic origin genetic information creed citizenship disability protected veteran or marital status or any other status protected by applicable laws or regulations.