Support Engineer (Junior)

Support Engineer - Junior

Now we are Confidencial (Apenas para Cadastrados), and here, support is more than just answering tickets; it's about ensuring our clients' global communication happens without barriers. As a Junior Support Engineer, you will be the vital link between our technology and the people who use it, turning technical questions into clear, fast solutions. We are looking for someone with an investigative mindset and the empathy needed to delight both internal and external users.

Your Responsibilities

• • Support Management: Manage and respond promptly to support tickets, ensuring transparent, human-centric, and efficient service.
  • Technical Bridge: Identify bugs, diagnose platform behavior, and escalate complex cases to our QA and Software Engineering teams, following up until resolution.
  • Knowledge Management: Create and update data/information to help our AI optimize future automated responses.
  • Continuous Improvement: Identify patterns in user difficulties and suggest product enhancements based on daily feedback.

What We Are Looking For (Requirements)

• • Education: Currently pursuing or have completed a degree/technical course in IT, Computer Science, Systems Analysis, or related fields.
  • Experience: Minimum of 2 years in customer service or technical support (experience with software/SaaS products is a plus).
  • Tools: Experience with Help Desk systems and task management tools.
  • Analytical Profile: Strong attention to detail and the ability to investigate the root cause of an issue.
  • Languages:Advanced or Fluent English (Mandatory) – you will write and speak with people worldwide every day.
  • Communication: Excellent writing skills in both Portuguese and English, with the ability to explain technical topics. Comfort in communicating with both clients and internal teams.

Ideal Profile

• • Focus and Discipline: Comfortable with routine tasks that require high concentration and precision over long periods.
  • Problem Solving: A natural curiosity and the agility to find smart solutions to daily challenges.
  • Proactivity: The ability to anticipate obstacles and act quickly to keep services running smoothly.
  • Collaborative Spirit: A team player who communicates clearly, objectively, and kindly.
  • Organization: Self-driven to manage your own time and prioritize urgent demands.

What We Offer

• • • Contract Type: Independent Contractor (PJ)
    • Compensation: $5.30/hour
    • Benefits:
      • Birthday day off
      • Compensation plan
      • 100% Remote work (freedom to work from anywhere).

About us

Headquartered in Silicon Valley with a global team distributed across several countries, our technology solves the complexity of managing translations at scale. With our context-first translation platform, localization managers, translation agencies, translators, and devs alike can translate, contextualize, and scale global experiences that get results - all backed by enterprise-grade hosting and security.

Who we are (https://Confidencial (Apenas para Cadastrados).com/about)

Our site (http://www.bureauworks.com/)

LinkedIn (https://www.linkedin.com/company/Confidencial (Apenas para Cadastrados)2)