Customer Experience – Technical, Commercial Focus

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November 9

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EdgeUno

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Telecommunications • B2B

EdgeUno is a Latin American network and infrastructure provider offering highly connected, low-latency IP transit, data center colocation, bare-metal servers, private lines, and cloud/edge solutions. The company targets businesses expanding throughout LATAM and supports specialized use cases such as gaming, blockchain/Web3, and high-capacity cloud connectivity, with multilingual support and industry certifications (ISO9001, ISO27001).

51 - 200 employees

Founded 2020

📡 Telecommunications

🤝 B2B

📋 Description

• Manage and follow up on technical cases escalated from first-level support, coordinating resolution with internal teams (NOC, Engineering, Cloud, etc.) • Support the commercial team in preparing quotes, validating technical requirements, and assisting during service activation or renewal processes • Monitor infrastructure and services using tools like Grafana, Kentik, or similar, acting proactively when issues arise • Coordinate Remote Hands activities with data center personnel and third-party technicians • Guide customers through the onboarding process, ensuring a smooth transition from activation to service stability • Promote adoption of the customer portal, assisting clients in navigating features and best practices • Launch and follow up on NPS (Net Promoter Score) surveys after key milestones or case closures, and validate feedback with clients to drive continuous improvement • Serve as a liaison between the customer and internal teams such as Finance, Legal, and Pre-Sales for billing, service changes, or contract documentation • Identify and report system bugs or user experience issues to the product or development teams • Document complex cases, ensure SLA compliance, and create reports that support both technical and commercial decision-making • Detect service improvement, upsell, or retention opportunities and coordinate with the appropriate commercial or Customer Success teams

🎯 Requirements

• 3+ years in technical customer support, NOC, CX, or similar B2B roles • Technical or university degree in Networks, Telecommunications, IT, or related fields (completed or in progress) • Preferred certification: ITIL Foundation (not mandatory) • Native Portuguese, advanced English (spoken and written) • Basic Spanish is a plus • General understanding of networking and connectivity (BGP, OSPF, MPLS) • Familiarity with monitoring tools (Grafana, Kentik, LibreNMS, etc.) • Tools: Zoho Desk, Zoho CRM, Google Workspace, Excel, Slack

🏖️ Benefits

• Competitive compensation package • Training and development opportunities • Collaborative environment