Senior Technical Support Analyst

* • Develop and maintain close relationships with the customer base, ensuring clear and effective communication.* • Investigate and diagnose technical issues, providing accurate and timely solutions, including solving complex engineering problems.* • Work closely with the development team to report bugs and suggest improvements based on client feedback and needs.* • Provide technical support through our Helpdesk, email, and remote sessions, resolving client issues quickly and efficiently.* • Manage support activities and client interactions through our Helpdesk, and document actions in the HubSpot CRM, ensuring accurate and accessible records.* • Develop a deep understanding of TRACTIAN products, correlating features with client operations to identify and suggest improvements and new tools.* • Assist in creating and maintaining support documentation and knowledge bases, sharing your technical expertise with the team and clients.* • Analyze mechanical, electrical, and operational spectra, interpret technical drawings, and understand industrial processes, including knowledge of PPCM (Planning, Programming, and Control of Maintenance) and its operational routines.* • Be proactive in seeking improvement opportunities, focusing on enhancing operational efficiency and customer satisfaction.### Requirements* • Bachelor’s degree in a technical discipline, such as Electrical, Mechanical, or Industrial Engineering.* • Experience in providing technical support for software or technology products.* • Strong problem-solving skills and ability to work under pressure.* • Excellent verbal and written communication skills.* • Knowledge of troubleshooting and diagnostic techniques.* • Proficiency in technical support tools and Helpdesk software, especially Intercom.* • Ability to document technical information for a non-technical audience.* • Genuine listening skills and an obsession with customer satisfaction, with a focus on delivering exceptional service.* • Knowledge of different industrial processes and PPCM (Planning, Programming, and Control of Maintenance) and its operational routines.* • CATV II or III certification.* • Prior experience in B2B technical support roles.* • Additional language skills apart from English.* • Fluent in English.### COMPENSATION* • Competitive salary and stock options* • Optional fully funded English / Spanish courses* • 30 days of paid annual leave* • Education and courses stipend* • Employee Giving* • Earn a trip anywhere in the world every 4 years* • Day off during the week of your birthday* • Up to R$1.000/mo for meals and remote work allowance* • Health plan with national coverage and without coparticipation* • Dental Insurance: we help you with dental treatment for a better quality of life.* • Gympass and Sports Incentive: R$300/mo extra if you practice activitiesIf you want to build a ship, don't organize people to collect wood, assign them tasks, and give orders. Instead, teach them to long for the vast and endless sea.Antoine Saint-Exupery## Your Privacy Choices### Manage Consent PreferencesAlways Active#### Opt Out of Sale of Sharing/Targeted AdvertisingAs a California consumer, you have the right to opt-out from the sale or sharing of your personal information at any time across business platform, services, businesses and devices. You can opt-out of the sale and sharing of your personal information by using this toggle switch. As a Virginia, Utah, Colorado and Connecticut consumer, you have the right to opt-out from the sale of your personal data and the processing of your personal data for targeted advertising. You can opt-out of the sale of your personal data and targeted advertising by using this toggle switch. For more information on your rights as a United States consumer see our privacy notice.* label* label #J-18808-Ljbffr