Cloud Software Support Specialist With Portuguese (Latam)

TL;DR

Cloud Software Support Specialist (Customer Support): Providing technical support and troubleshooting for software-related inquiries via email, phone, and chat for customers and MSPs with an accent on building and maintaining strong relationships with partners. Focus on technical analysis of customer problems and defining plans for resolving them.

Location: Remote (Brazil)

Company

hirify.global is a global leader in cyber protection, delivering natively integrated solutions that monitor, control, and protect the data that businesses and lives depend on.

What you will do

• Provide technical support, configuration, and troubleshooting of software-related inquiries via email, phone, and chat for customers and MSPs.
• Perform technical analysis of customer problems and define a plan for resolving them.
• Build and maintain strong relationships with partners.
• Interact daily with other engineers to provide technical action plans or take ownership of cases that require escalation.
• Work closely with the Expert team to answer customer technical questions and act as a liaison between the customer and internal hirify.global resources.
• Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system.

Requirements

• Fluent English and Portuguese language (both verbal and written, Upper Intermediate as a minimum)
• 1 or more years of work experience in a similar role (preferably in Hosting tech support or Managed Service Provider business).
• Knowledge of Windows Server administration basics (know how to gather and analyze various Windows logs and dumps).
• Ability to convey technical information effectively.
• Ability to analyze technical issues.
• Exceptional customer service approach and Excellent analytical skills.

Nice to have

• Experience and knowledge of Linux/UNIX basics, CLI.
• Awareness of modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters).
• Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers).

Culture & Benefits

• Operate in a high-growth, fast-paced environment where resilience, adaptability, and a commitment to continuous improvement drive success.
• Innovation, accountability, and impact are central to the corporate culture.
• Encouragement to think boldly, challenge conventional approaches, and take ownership of outcomes.

Hiring process

• Candidates are expected to participate in interviews without the use of AI tools, automated prompts, or third-party assistance.
• Interviews are designed to assess individual skills, experience, and communication style.
• All employment offers are contingent upon successful completion of applicable criminal, education and identity background checks.