Technical Support Analyst – SaaS

Fertil Comunicacao e Marketing Ltda.

. Handle and resolve user tickets, ensuring prompt service, clear communication, and compliance with SLAs .

Posted 10/26/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support for software/SaaS environments, with strong capabilities in troubleshooting, incident management, and user communication. Proficient in analyzing technical issues and collaborating with development teams to enhance product and process efficiency.

Highest-signal resume keywords

Technical Support ExperienceKnowledge of REST APIsSQL for QueryingTicketing Tools ExperienceStrong Written Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Backend DevelopmentFrontend DevelopmentJavaScriptTypeScriptNode.jsPythonPHPLog AnalysisMonitoring ToolsData Analysis

Soft Skills

Clear CommunicationProblem-Solving

Tools & Technologies

PostmanBrowser DevToolsZendeskFreshdeskJira Service ManagementDatadogSentryGrafana

Industry Keywords

DTCE-commerceDirect ResponseAI in Support Workflows

Tech Stack

Tools & technologies

GrafanaJavaScriptNode.jsPHPPythonSQLTypeScript

About the role

Key responsibilities & impact

Handle and resolve user tickets, ensuring prompt service, clear communication, and compliance with SLAs
Investigate and diagnose technical issues by analyzing logs, requests, databases, and application behavior
Reproduce bugs, document them with supporting evidence, and escalate them to the Development team clearly and with appropriate prioritization
Track incidents through resolution while keeping users informed
Test and validate fixes and new features before and after deployment
Create and maintain a knowledge base, FAQs, and internal support procedures
Identify recurring issues and propose product and process improvements in collaboration with Product and Technology
Establish support metrics, including ticket volume, SLA compliance, resolution time, backlog, and customer satisfaction
Within the first 30 days, develop an understanding of the platforms, architecture, key user flows, and recurring issues
Within 60 days, independently handle and diagnose tickets, escalating to Development only those issues requiring code changes
Within 90 days, structure the knowledge base and establish the department’s initial metrics, proposing improvements to reduce recurring tickets

Requirements

What you’ll need

Experience providing technical support at software/SaaS companies
Knowledge of Backend and/or Frontend Development
Knowledge of REST APIs, HTTP requests, and tools such as Postman and browser DevTools
Knowledge of SQL for querying and data analysis
Experience with ticketing tools (Zendesk, Freshdesk, Jira Service Management, or similar)
Strong written communication skills and the ability to explain technical issues in simple terms
Intermediate English proficiency
Preferred: hands-on experience as a Backend or Frontend Developer
Preferred: knowledge of JavaScript/TypeScript, Node.js, Python, or PHP
Preferred: experience with log analysis and monitoring tools (Datadog, Sentry, Grafana, or similar)
Preferred: experience working at DTC, e-commerce, or Direct Response companies
Preferred: experience using AI and automation in support workflows

Benefits

Comp & perks

Career development plan
Profit-sharing bonus (PLR)
100% remote work
Contractor engagement (PJ)