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 based in Brazil.
You will join a fast-growing global organization operating at the intersection of messaging technology and customer experience, supporting businesses that rely on WhatsApp-based communication at scale. In this role, you will act as a key technical point of contact for clients and partners, helping them troubleshoot complex issues related to APIs, integrations, and messaging workflows. You will collaborate closely with internal engineering and L2 support teams, as well as external stakeholders, to ensure fast and effective resolution of technical challenges. The environment is highly dynamic and international, offering constant exposure to modern web technologies and API-driven ecosystems. You will also play an important role in guiding clients through the WhatsApp Business ecosystem and improving their overall experience. This is a fully remote opportunity where curiosity, problem-solving, and communication skills are highly valued.
Accountabilities
- Provide multi-channel technical support (tickets, chat, email, and virtual meetings) to customers and partners.
- Troubleshoot and resolve issues related to WhatsApp Business API, integrations, and messaging workflows.
- Collaborate with L2 support and engineering teams to identify root causes and implement effective solutions.
- Guide clients and partners through the WhatsApp Business ecosystem, ensuring smooth onboarding and usage.
- Communicate and coordinate with external stakeholders, including WhatsApp/Meta representatives when needed.
- Work closely with LATAM onboarding and commercial teams to support customer success and technical alignment.
- Document issues, solutions, and best practices to improve internal knowledge and support efficiency.
Requirements:
- 3–4 years of experience in technical support, helpdesk, or customer-facing technical roles.
- Degree in Computer Science, Information Technology, or a related technical field.
- Solid understanding of web technologies such as HTML, JavaScript, CSS, REST APIs, and Webhooks.
- Familiarity with troubleshooting tools, logging systems, and technical support platforms.
- Strong problem-solving skills with a structured, analytical approach to debugging and issue resolution.
- Excellent communication skills, with the ability to actively listen, ask clear questions, and explain technical concepts simply.
- Fluent English (C1+) plus at least one additional language.
- Ability to manage multiple priorities in fast-paced, high-volume environments.
- Customer-focused mindset with strong empathy and service orientation.
Benefits:
- Fully remote role with global flexibility.