Senior Technical Customer Support Representative

Summary

Join Ubiminds, a GPTW-certified company, as a Senior Technical Customer Support Representative and advance your international career. Partnering with an innovative SaaS platform focused on cloud cost management and FinOps, you will leverage your technical expertise and passion for exceptional customer experiences. This role demands 4+ years of experience in technical support, strong cloud technology skills (AWS, Kubernetes), and excellent analytical and problem-solving abilities. You will be an early team member with opportunities for growth into a leadership position. The company offers a remote-first policy and numerous benefits, including a MacBook, professional development opportunities, and a supportive work environment.

Requirements

• Advanced/fluent English skills – Excellent written and verbal communication skills
• 4+ years of experience in a senior technical support or support engineering role for a B2B SaaS product
• Hands-on experience supporting cloud services, particularly AWS; familiarity with GCP and Azure is a plus
• Proficiency with support tooling including: browser developer tools, application logs, and application performance management tools like Datadog or New Relic
• Proficiency querying relational databases (e.g., SQL) for troubleshooting and analysis
• Experience troubleshooting API calls and scripts, especially in Python
• Excellent written and verbal communication skills with the ability to explain complex technical topics to diverse audiences
• Strong problem-solving skills with attention to detail and the ability to manage multiple priorities
• It must be okay with some overlap with the US East Coast time zone

Responsibilities

• Serve as a primary technical resource for customer-reported issues across the CloudZero product suite, including integrations with AWS, GCP, Azure, MongoDB, and Datadog
• Become a product and industry expert in cloud cost sources (AWS, GCP, Azure, MongoDB, Datadog, etc..) and the FinOps/cloud cost management space
• Maintain an orderly support queue, prioritizing urgent issues, managing SLA adherence, and coaching peers on effective queue management
• Reproduce, document, and escalate bugs in collaboration with Product and Engineering teams
• Drive customer communication and internal coordination during major incidents, collaborating with Engineering, Customer Success, and other stakeholders to ensure timely updates and successful resolution
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to advocate for customer needs and improve the product experience
• Drive departmental projects that contribute to team, department, and company goals
• Mentor and coach team members through peer training, formal sessions, and on-the-job support

Preferred Qualifications

Familiarity with GCP and Azure is a plus

Benefits

• Are placed in a product-based company, with the same treatment as their full-time employees
• Have our full back-office support, from career guidance to HR and concierge services
• Enjoy our remote-first policy – we are a distributed team, after all
• Get your own MacBook (none of that "bring your own device" stuff here)
• Have access to growth opportunities with other amazing technology professionals, through tech talks, chapter meetings, and even remote happy hours for tons of fun!
• Improve your English through free lessons with a native English speaker - get to the next level on your communication skills!
• Candidate Referral bonus (promote Ubi to your tech friends, and get paid for it!)
• Miss working in the office? Our cool Florianópolis headquarters is available, whenever you want, with weekly quick massages & tasty snacks, soft drinks, and games