Technical Support Analyst – SaaS

Job not on LinkedIn

🕒 October 26

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 13%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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H&W Publishing

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H&W Publishing is a U. S. -based holding company focused on direct-response marketing. It describes itself as an innovative holding that specializes in marketing de resposta direta (direct response marketing) and is listed on LinkedIn under Marketing Services. H&W Publishing likely manages or invests in marketing businesses and provides services centered on performance-driven, response-oriented campaigns for clients.

📋 Description

• Handle and resolve user tickets, ensuring prompt service, clear communication, and compliance with SLAs • Investigate and diagnose technical issues by analyzing logs, requests, databases, and application behavior • Reproduce bugs, document them with supporting evidence, and escalate them to the Development team clearly and with appropriate prioritization • Track incidents through resolution while keeping users informed • Test and validate fixes and new features before and after deployment • Create and maintain a knowledge base, FAQs, and internal support procedures • Identify recurring issues and propose product and process improvements in collaboration with Product and Technology • Establish support metrics, including ticket volume, SLA compliance, resolution time, backlog, and customer satisfaction • Within the first 30 days, develop an understanding of the platforms, architecture, key user flows, and recurring issues • Within 60 days, independently handle and diagnose tickets, escalating to Development only those issues requiring code changes • Within 90 days, structure the knowledge base and establish the department’s initial metrics, proposing improvements to reduce recurring tickets

🎯 Requirements

• Experience providing technical support at software/SaaS companies • Knowledge of Backend and/or Frontend Development • Knowledge of REST APIs, HTTP requests, and tools such as Postman and browser DevTools • Knowledge of SQL for querying and data analysis • Experience with ticketing tools (Zendesk, Freshdesk, Jira Service Management, or similar) • Strong written communication skills and the ability to explain technical issues in simple terms • Intermediate English proficiency • Preferred: hands-on experience as a Backend or Frontend Developer • Preferred: knowledge of JavaScript/TypeScript, Node.js, Python, or PHP • Preferred: experience with log analysis and monitoring tools (Datadog, Sentry, Grafana, or similar) • Preferred: experience working at DTC, e-commerce, or Direct Response companies • Preferred: experience using AI and automation in support workflows

🏖️ Benefits

• Career development plan • Profit-sharing bonus (PLR) • 100% remote work • Contractor engagement (PJ)

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