Technical Support Specialist - Bilingual Portuguese

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist - Bilingual Portuguese based in Brazil.

As a Technical Support Specialist, you will provide expert technical assistance to customers, partners, sales representatives, and internal teams across a range of connected transportation technologies. You will troubleshoot complex hardware and software issues involving connected devices, platforms, integrations, connectivity, and configuration. The role combines customer-facing communication with analytical problem-solving and hands-on technical investigation. You will manage support cases from initial contact through resolution while ensuring accurate documentation and a high-quality customer experience. Collaboration with technical teams and partners will be essential when resolving complex issues or escalating critical concerns. This is a fast-paced opportunity for a technology-focused professional who enjoys solving problems and working in a global 24/7 support environment.

Accountabilities:

• Provide technical support to customers, partners, sales representatives, and internal teams through phone, chat, and email.
• Troubleshoot and resolve hardware and software issues involving connectivity, installation, device errors, network communications, and platform-related inquiries.
• Provide technical guidance on database setup, user management, rules and reporting, portal configuration, and product implementation.
• Support connected devices and integrated technologies, including cameras, keyless systems, and other partner solutions.
• Manage support cases from initial contact through resolution, ensuring timely, accurate, and customer-focused outcomes.
• Investigate customer complaints and provide effective resolutions, escalating critical or complex concerns to management when necessary.
• Collaborate with internal technical departments and external partners to diagnose issues and develop appropriate solutions.
• Coordinate device and accessory return and exchange processes with relevant internal teams.
• Maintain detailed and accurate documentation of technical issues, investigations, and resolutions.
• Protect the confidentiality and security of customer data and information.
• Contribute to global strategic initiatives and continuous improvements within the technical support function.
• Participate in rotating schedules supporting 24/7 operations, including evenings, overnight shifts, weekends, and holidays.

Requirements

• Fluency in English and Portuguese, both written and spoken.
• Post-secondary diploma or degree in Engineering, Computer Science, or a related field is highly valued.
• 1-3 years of experience in customer service or technical support.
• 1-3 years of experience troubleshooting technical hardware and/or software issues.
• Advanced Excel skills, including the ability to create pivot tables and reports.
• Working knowledge of programming languages such as SQL, Python, C#, or JavaScript is highly valued.
• Familiarity with data warehouses such as Google BigQuery is an advantage.
• Technical proficiency with Google Workspace, including Sheets, Docs, and Slides.
• Comfortable communicating with customers through telephone, email, and chat.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to users with different levels of technical knowledge.
• Strong interpersonal and relationship-building skills, with the ability to collaborate effectively across different organizational levels.
• Highly organized and capable of managing multiple cases, tasks, and projects simultaneously.
• Adaptable and willing to stay current with evolving technologies and changing market demands.
• Experience working within a technical or engineering organization is an asset.
• Flexibility to work any schedule in a 24/7 support environment, including afternoons, evenings, overnight shifts, weekends, and holidays.

Benefits

• Flexible working arrangements supporting both remote and in-person collaboration.
• Home office reimbursement program.
• Baby bonus and parental leave top-up program.
• Competitive medical and dental benefits.
• Retirement savings program.
• Electric vehicle purchase incentive program.
• Online learning and professional networking opportunities.
• Opportunities to develop technical expertise in connected transportation, IoT, data, and fleet technology.
• Access to a collaborative and inclusive global work environment.
• Opportunities to contribute to innovative technology initiatives and strategic projects.
• Support for work-life balance through flexible working practices and virtual collaboration tools.
• Opportunities for continuous professional and career development.