Technical Support Specialist

Technical Support Specialist

Location: São Paulo, Brazil (Hybrid - 1 day/week in office)

Employment Type: Full-time, permanent (CLT)

About Cyncly

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. We transform the way customizable products and spaces are imagined, designed, sold, managed and made - connecting professional designers, retailers and manufacturers to the world's largest repository of product content. Our business spans Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring, with operations across the Americas, Europe, Asia Pacific and Africa. We're now embarking on an exciting growth journey, backed by leading technology-focused private equity firms.

For more than 25 years, Smart Glazier (a Cyncly Company) has developed software for the glass and glazing industry. With teams in Auckland and London, we combine deep specialist knowledge of glass with world-leading 3D design tools for architectural glass and hardware. Our software helps installers, fabricators and hardware suppliers design, quote and manage complex glazing projects with greater speed, accuracy and confidence.

About the Role

We're looking for a Technical Support Specialist to provide technical and consultative support to Smart Glazier's global customer base. You'll diagnose and resolve customer issues across our 3D design, calculation, and ERP software products, troubleshoot errors, deliver root cause analysis, and provide clear, detailed solutions to customer queries - while helping us continuously improve our product and internal processes.

Training starts hands-on: you'll spend time answering customer support tickets to build a solid understanding of the product and how our customers use it day to day. This is a great fit for someone with strong technical aptitude, clear customer-facing communication, and a methodical approach to problem-solving.

Key Responsibilities

• Provide technical support and consultation to customers, resolving software and business-process issues
• Troubleshoot errors and provide root cause analysis on reported issues
• Review customer queries and provide clear, detailed instructions for solutions
• Configure databases and software environments to meet customer needs
• Conduct software testing, identify defects, and contribute to product improvement
• Document and improve internal support processes and knowledge base
• Escalate complex issues to engineering teams with clear diagnostic detail

What We're Looking For

• Strong computer literacy (Windows and/or Mac environments)
• Excellent problem-solving and analytical reasoning skills
• Good written and verbal English communication (our working language is English)
• Ability to explain technical concepts clearly to non-technical users
• Self-directed with the ability to manage your own workload
• Bachelor's degree preferred (technical, engineering, or IT-related disciplines a plus)

Nice to Have

• Prior experience in SaaS customer support or IT helpdesk roles
• Intermediate proficiency or above in Microsoft Excel