Technical Support Specialist, SaaS, AI

🕒 Junho 10

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Hire Overseas

SiteLinkedInTodas as Vagas

1 - 10 funcionários

Fundada em 2023

💼 Consultoria

📣 Marketing

📦 Logística

Consulting • Marketing • Logistics

Hire Overseas é uma agência de recrutamento especializada em conectar empresas a talentos de primeira linha no exterior. Atuando em uma ampla gama de funções — de áreas técnicas e de design a marketing e suporte administrativo — a Hire Overseas tem como objetivo otimizar operações e aumentar a produtividade de seus clientes, ao mesmo tempo em que proporciona economias significativas de custos. A empresa prioriza a qualidade ao aprovar menos de 1% dos candidatos globais, garantindo que apenas profissionais excepcionais sejam colocados em diversas posições remotas.

Descrição

• Monitor support channels and triage incoming issues following established runbooks • Serve as the first technical responder for inbound user issues with a target resolution time under 30 minutes for critical issues • Identify whether issues can be resolved directly or require engineering escalation • Communicate clearly and accurately with both non-technical clinical users and deeply technical engineers • Navigate production databases and run command-line scripts to diagnose issues and verify data integrity • Resolve user-facing blockers without defaulting to escalation • Validate fixes and confirm resolution before closing issues • Translate user pain points into clear, concise technical bug reports for the engineering team • Communicate directly with engineers in dedicated Slack channels and issue trackers • Provide strong technical context so engineers can move quickly on escalated issues • Facilitate and troubleshoot user onboarding and credentialing workflows • Handle hands-on tasks including account resets, permission changes, and access management within the product ecosystem • Track all active tasks and project support items

🎯 Requisitos

• Technical proficiency with comfort navigating production databases using SQL • Strong written and verbal communication skills: proven ability to explain complex technical issues clearly • Urgency and ownership: a no-task-too-small mentality with a drive to resolve issues quickly • Familiarity with modern support and productivity tooling such as Slack, Linear, HelpScout, or Notion • Highly organized and responsive with the ability to manage multiple open conversations and technical tasks simultaneously • Prior experience in support engineering, software engineering, data engineering, or a highly technical startup support role

🏖️ Benefícios

• Paid Time Off in accordance with company policy • Observance of Holidays per company guidelines • 100% remote setup so you can work wherever you're most productive