Technical Customer Support

Fortive

. Own escalated tickets requiring deeper technical analysis, including integrations, configuration, environment-specific behaviors, and data issues .

Posted 10/15/2026full-timeRemote • BrazilJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support and service operations, with a focus on escalated ticket resolution, advanced triage, and collaboration with engineering teams. Proficient in using diagnostic tools and ITSM systems to enhance product performance and customer satisfaction.

Highest-signal resume keywords

Escalation HandlingAdvanced TriageDiagnostic Tools ProficiencyITSM Tools ExperienceAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

API/JSONSQL BasicsLog AggregationObservabilityBrowser/Network ToolsFeature FlagsData ModelsEnvironment VariablesReproducing IssuesCreating Workarounds

Soft Skills

Analytical SkillsProblem-SolvingSimplifying Complex TopicsMentoring

Tools & Technologies

DevToolsSplunkDatadogJira

Industry Keywords

Technical SupportService OperationsIncident PatternsSOPsKnowledge-Base Articles

Tech Stack

Tools & technologies

ITSMSplunkSQL

About the role

Key responsibilities & impact

Own escalated tickets requiring deeper technical analysis, including integrations, configuration, environment-specific behaviors, and data issues
Perform advanced triage using logs, traces, API calls, feature flags, data models, and environment variables
Reproduce issues in test or sandbox environments
Create and validate workarounds and deliver durable resolutions within defined SLAs
Collaborate with Engineering and Product on defects, feature behaviors, and release impacts
File high-quality bug reports with clear reproduction steps and impact statements
Identify incident patterns and propose problem records or root cause investigations
Refine SOPs and runbooks and author high-value knowledge-base articles
Recommend product and telemetry improvements to increase first-contact resolution
Provide day-to-day guidance to L1s through informal mentoring, spot-checks, and shadowing
Participate in post-incident reviews

Requirements

What you’ll need

2–4 years in product/technical support or service operations with demonstrated escalation handling
Proficiency with at least one diagnostic area: browser/network tools (DevTools, HAR), API/JSON, SQL basics, log aggregation/observability (e.g., Splunk, Datadog), or SSO/identity flows
Hands-on experience with ITSM tools and backlog systems (e.g., Jira)
Comfort reading release notes or deployment change logs
Strong analytical and problem-solving skills
Ability to simplify complex topics for customers and L1 staff

Benefits

Comp & perks

Personal development resources, coaching, and support through Accruent’s “Grow Without Limits” program
Equal opportunity employer
Reasonable accommodations for applicants with disabilities