Technical Support Specialist (AI Tools)

TL;DR

Technical Support Specialist (AI Tools): Creating exceptional support experiences by troubleshooting and resolving technical issues for clients and end-users with an accent on diagnosing challenges and driving continuous improvement. Focus on solving puzzles, learning about systems, and clear communication with non-technical audiences.

Location: Remote (Brazil), participation in a scheduled weekend rotation is required.

Salary: R$9,000 monthly

Company

hirify.global is an upskilling platform that helps businesses and individuals learn and grow through lifelong learning.

What you will do

• Provide technical support to clients via phone, email, and chat, diagnosing and resolving routine software issues quickly and efficiently.
• Manage end-to-end Level 1 support troubleshooting, including clear documentation and accurate case categorization.
• Investigate client questions by gathering relevant data, analyzing issues, and researching potential solutions.
• Document technical issues and resolution steps thoroughly, contributing clear and helpful articles to the Knowledge Center.
• Escalate complex cases to senior engineers or other teams as needed, ensuring timely and accurate handoffs.
• Stay current with product updates, system changes, and customer support procedures and best practices.

Requirements

• Ability to troubleshoot platform issues using internal tools (user search, org configuration, content checks, logs).
• Full professional fluency in English, with the ability to provide technical support across written and verbal channels.
• Experience in documenting and escalating technical issues, ensuring thorough tracking and resolution.
• Familiarity with APIs, basic error codes, and how integrations impact client experience.
• Strong analytical thinking applied to identifying root cause patterns and narrowing down problem scope.
• Ability to effectively use AI-powered support tools as part of daily workflows.
• Must be based in Brazil due to CLT contract requirements.
• Required to participate in a scheduled weekend rotation.

Nice to have

• Experience troubleshooting web issues, including capturing network traces and extracting .HAR files.
• Familiarity with SaaS applications and platforms.
• Basic understanding of API interfaces, SSO, and FTP troubleshooting.
• Experience using ticket management systems and call tracking tools.

Culture & Benefits

• Comprehensive benefits package designed to support your well-being, growth, and success.
• Fosters a diverse and inclusive environment where everyone can thrive and contribute.
• Empowers employees to continuously develop their skills and grow their careers.
• Cultivates a culture of open communication, teamwork, and shared success.
• Offers flexible work arrangements, with some positions being fully remote.
• Committed to creating an inclusive and adaptable work environment that enables every team member to thrive.