Technical Support Engineer

Summary

Join Duda, a leading website builder, as a Technical Support Engineer based remotely in Florianópolis, Brazil. You will be responsible for providing prompt and accurate support to customers via various channels, handling technical escalations, and promoting Duda's product features. This role requires advanced English proficiency, HTML/CSS/Javascript knowledge, and 2+ years of experience in SaaS customer support. You will collaborate with various teams and contribute to the knowledge base. The position offers the opportunity to work with a dynamic team and contribute to a global support organization. Candidates must reside in Florianópolis for occasional in-person meetings.

Requirements

• Advanced proficiency in written and spoken English is required
• Knowledge of HTML/CSS/Javascript or other object-oriented languages as well as the use of API’s
• 2+ years of experience providing exceptional customer support in a SaaS or technical software company

Responsibilities

• Respond to customer support inquiries via chat, phone and email promptly and accurately
• Handle technical escalations and collaborate with peers to coordinate solutions
• Promote Duda’s product features and assist customers in adopting Duda’s products for long-term success
• Engage with customers to ensure all Duda functionalities and offerings are fully utilized
• Advocate for customers needs and contributing to our growing knowledge base of articles and videos
• Work cross-functionally with Sales, Product, QA, and Account Management teams to support Duda’s diverse customer base
• As part of our Customer Success team, you will also help drive product adoption, share best practices and implement growth and optimization strategies to drive maximum value and success with new and existing Duda customers

Preferred Qualifications

• Experience with CRM & Marketing tools, Google Analytics, Ads, and CWV is beneficial
• A Strong technical curiosity and a drive to understand how things work
• An Empathetic, customer-oriented mindset and confidence in solving customer inquiries effectively

Benefits

Remote work, flexible hours