Junior Technical Support Engineer

We are a collective group of fearless people with a clear purpose: to empower professionals around the world through intelligent workflow automation software. Currently, more than 500 people across 7 countries work with us, remotely or in a hybrid way, to make life easier for over 3,000 companies using Pipefy in more than 180 countries. Since our founding in 2015, we have put people at the center of everything we do, so we invite you to learn more about this position and apply to be part of our team.

You will be responsible for providing support to our Customers, both internal and external. Our work relies on being the bridge between our Technical (Engineering) and Non-Technical (Customer Operations) Teams being hand-on on any issue that we may face.

Main Responsibilities:

• Provide Level 1 support to customers - resolving technical issues/errors in a live production environment;
• Appropriately handle all customer issues, including troubleshooting and providing feedback to the customer;
• Provide detailed and organized feedback to Engineering & Product managers regarding product problems, enhancements and new features as requested;
• Interact with customers around the world via in-app chat and email. Possibly, there will also be interaction via video call;
• Balance and prioritize multiple tasks from different sizes and business importance;
• Suggest improvements in support processes and procedures.

Requirements:

• Experience in Customer Support;
• Fluency or near fluency in English, spanish will be a plus;
• Familiarity with cloud computing models, such as IaaS (Infrastructure as a Service).
• Understanding of the principles of relational database operation and basic SQL queries;
• Knowledge of concepts such as network protocols, routing, and security.
• Enjoy investigating problems to the root cause;
• Ability to teach yourself a broad range of new skills; Appropriately handle all customer issues, including troubleshooting and providing feedback to the customer;
• Self-start and ability to thrive in a startup environment with minimal supervision.
• Ability to quickly comprehend and make decisions by analyzing data and reviewing technical documentation;
• Balance and prioritize multiple tasks from different sizes and business importance;
• Be able to handle multiple tasks at the same time Be able to handle difficult situations with Internal or external customers;
• Experience working in a fast-paced environment.

Benefits:

- Health and Dental insurance

- Life insurance

- Flexible hours (40h/ week)

- Flexible monthly meal allowance

- Monthly home office allowance

- Home office setup allowance

- Psychological assistance (employees or legal dependents)

- Gympass

- Labor classes

- Maternity / Paternity leave (Maternity 6 months/Paternity 3)

- Babysitting / Elementary school allowance

- Complementary nutrition assistance

- Vet insurance

- Birthday day off

- Marriage leave (7 days)

- Bereavement Leave (10 days)

- Pet bereavement leave (2 days)

- Individual funeral aid

- Education Allowance

- Payroll loan

- Financial consulting

- Udemy

- Coworking space