Hybrid Technical Customer Support Analyst

at Aliant

• Job title: Technical Customer Support Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Barueri, Brasil

About the role

• Support Technician for a SaaS platform focusing on customer issues resolution and collaboration with technical teams. Ensuring best customer experience through technical support and effective communication.

Responsibilities

• Provide technical support to platform customers, answering questions and handling product-related incidents;
• Analyze, triage, and respond to tickets and emails received through the CRM (HubSpot);
• Investigate reported errors and behaviors by reproducing scenarios and collecting evidence for diagnosis;
• Guide customers on platform features, configurations, and usage workflows;
• Participate in customer meetings to provide clarifications and analyze processes within the system;
• Collaborate with Support, Development, Customer Success, and Sales teams;
• Escalate technical issues to the appropriate teams with structured information and full context;
• Monitor product fixes and improvements, validate outcomes, and communicate updates to customers;
• Contribute to the knowledge base and continuous improvement of support processes.
• Manage priorities and the ticket queue with organization and a sense of urgency.

Requirements

• Bachelor's degree/technologist in progress in Technology or related fields;
• Currently studying for a degree in Technology or related areas;
• Experience in technical customer support (system/software/SaaS support);
• Strong analytical and problem-solving skills;
• Excellent written and verbal communication;
• Ability to read and interpret technical tickets;
• Experience with CRM and ticket management tools;
• Ability to work in a team and interact with technical and business areas;
• Proactive and organized profile.
• Experience with Compliance products, LGPD (Brazilian General Data Protection Law) or Whistleblower/Report Channels;
• Experience working in SaaS companies;
• Prior experience with HubSpot or similar tools;
• Basic knowledge of APIs, integrations, and log analysis.

Benefits

• Health and Dental insurance;
• TotalPass access to fitness and leisure activities;
• Physical and mental health programs (Eleva).
• iFood Benefits card: Flexible balance management to use across categories such as meals, groceries, home office, and more.
• Transportation voucher;
• Or reimbursement for rideshare, shuttle, or parking when not opting for the transportation voucher.
• Profit-sharing (PLR) based on goal attainment, tenure bonuses, wedding or newborn bonuses, and a Day Off during your birthday month.
• Annual allowance for books, courses, or events, plus support for postgraduate, undergraduate, and language studies.
• Life insurance for you and your beneficiaries.