Backend Engineer - São Paulo

About the Team

About the Team: Our Technical Support Engineering team is the backbone of our customer success, providing expert assistance and driving efficient solutions to complex technical challenges. We're a collaborative group of problem-solvers, passionate about delivering exceptional support and fostering strong relationships with our customers. Working within a global environment, we value teamwork, innovation, and a commitment to continuous improvement.

Responsibilities

• Work as the primary point of contact for all tickets in your name
• Act as an escalation point for the Technical Support and Technical Account Management team
• Analyze and troubleshoot incidents with a one-touch resolution mindset
• Interpret customer questions on product usage and provide detailed and timely answers
• Write detailed and thorough escalation notes for sending tickets to senior engineering teams
• Perform routine foll...