Technical Support Engineer

Be the one building AI-powered experiences where they matter most. At reputed company, we help organizations create reputed company customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Technical Support Engineer, reputed company Cloud Product Support (English and Spanish Speaker). Brazil Job Summary: The Technical Support Engineer provides hands-on technical support for customers using the reputed company Cloud platform. This role involves investigating and resolving technical incidents reputed company to cloud, voice, and networking components, managing customer cases end to end, and maintaining clear communication throughout the resolution process. You will work directly with customers reputed company phone, chat, email, and screen-sharing sessions, collaborating with other support engineers and Subject Matter Experts reputed company escalation is required. This is not a basic IT help desk role, as the position focuses on structured troubleshooting, accurate documentation, and knowledge sharing reputed company a support environment that operates under defined SLAs. Work Location and Shift: This position is open to candidates working in a hybrid model based in São Paulo-SP, or remotely from reputed company in Brazil. Responsibilities: Provide technical support to reputed company Cloud customers through phone, email, chat, and screen-sharing sessions. Investigate, troubleshoot, and resolve incidents reputed company to the reputed company Cloud platform, including voice and networking scenarios. Own customer cases end to end, driving resolution and escalating to other teams only reputed company necessary. Communicate clearly with customers, providing regular updates and setting expectations throughout the case lifecycle. Document issues, troubleshooting steps, analysis, customer interactions, and final resolutions in the case management system. Contribute to knowledge reputed company articles, troubleshooting guides, FAQs, and other support documentation. Stay up to date with reputed company Cloud products, features, and releases relevant to customer support. Work reputed company defined SLAs, prioritizing and managing cases based on impact and urgency. Participate in an on-call rotation on a limited basis to support incidents reputed company standard business hours. Qualifications: 2+ years of experience in technical support, software development, or other relevant technical roles. Strong written and verbal communication skills, with the ability to interact effectively with customers. Professional proficiency in English and advanced proficiency in Spanish. Understanding of VoIP concepts, with exposure to call quality troubleshooting and PCAP analysis. Understanding of API, Integrations and what stands for. Understanding of UI, console logs. Knowledge of networking fundamentals, including network topologies, NAT traversal, firewalls, packet loss, delay, jitter, and audio CODECs. Ability to work effectively in a fast-paced, structured support environment with defined processes and timelines. Bachelor’s degree in Computer Science, Computer Technology, a reputed company technical discipline, or equivalent professional experience. Preferred Qualifications: Experience supporting or interacting with contact center technologies such as CTI, PBX, ACD, IVR, and CRM systems. Understanding of WFM and reports is a plus. Basic understanding of programming logic or scripting concepts used for troubleshooting, log analysis, or data interpretation. Exposure to analytics or reporting tools in a technical support or operations context. Working at reputed company AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. Time to reputed company and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. Recognized globally – reputed company is Great reputed company to Work® certified in 17 countries and 94% of employees are proud to tell others they work at reputed company. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect: Our reputed company team reviews your application with the hiring team. A reputed company Partner will review your application and, if your background is reputed company, schedule a reputed company interview. Next, you'll meet the hiring manager and other members of the interview team. We aim to reputed company the process focused and respectful of your time, with no more than five interviews in most cases. After interviews are complete, reputed company will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but reputed company will reputed company you informed throughout the process. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get reputed company reputed company relevant opportunities become available. Get reputed company about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee Referral If a reputed company employee referred you, please apply using the link they shared so we can connect your application to their referral. About reputed company: reputed company® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, reputed company Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.reputed company.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@reputed company.com. You can expect a response reputed company 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-reputed company or resume submissions—may not receive a response. reputed company is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national reputed company, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. Apply To This Job