Product Support Specialist (Technical) - 58941778791
Remote · Brazil
Job Summary
Product Support Specialist to troubleshoot technical issues, guide customers through product configurations, and collaborate cross-functionally with Product, Engineering, and Customer Success teams in a fast-paced SaaS environment. Responsibilities include managing a queue of support tickets via email, chat, and ticketing platforms; delivering timely, empathetic support; translating complex technical concepts into user-friendly explanations; diagnosing platform configuration and integration issues (including CRM integrations such as HubSpot and Salesforce); assisting with API-related inquiries and basic debugging; escalating complex issues with clear documentation; creating and maintaining help center articles and FAQs; and supporting onboarding and implementation efforts while acting as the voice of the customer internally. Must have 2–5+ years in a customer-facing SaaS support role, experience with Zendesk/Intercom, CRM systems, strong English communication, and the ability to work remotely within a Latin America remote context.
Required Qualifications
- 2–5+ years of experience in a customer-facing support role within a SaaS or tech-enabled company
- Experience using support platforms such as Zendesk, Intercom, or similar
- Strong familiarity with CRM systems such as HubSpot, Salesforce, or equivalent
- Excellent written and verbal English communication skills (professional, client-facing level)
- Proven ability to manage multiple tickets and prioritize effectively in a fast-paced environment
- Comfortable troubleshooting technical issues, including integrations and workflows
- Ability to understand APIs, data flows, and basic scripting concepts (no heavy coding required)
- Strong problem-solving mindset with attention to detail
- Customer-first mindset with a proactive and resourceful approach
- Strong organizational and time management skills
- Ability to work independently in a remote environment while collaborating across teams
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