About this role
We are seeking a highly skilled and experienced L3 Customer Support Specialist to join our team. This role will serve as the highest escalation point within the support team for resolving complex issues, hosting environments, databases and systems integration. The ideal candidate will be highly analytical, customer-focused and confident navigating between software functionality, backend systems, and infrastructure-related troubleshooting.
Responsibilities
1. Investigate and resolve complex support cases escalated from L2 teams, particularly those involving:
* ERP functionality and configuration
* SQL/database-level issues
* Hosted/server environments and networking
* System integrations and data inconsistencies
2. Act as a technical liaison between customers, support, and development teams.
3. Collaborate closely with Development and Product teams to clarify root causes, define bugs, and participate in solution delivery.
4. Reproduce complex issues in test environments and provide detailed documentation for resolution.
5. Provide guidance on data extraction, analysis, and minor scripting or query work (SQL).
6. Review system logs, server traces, error messages, and other diagnostic data.
7. Assist in creating and improving internal knowledgebase content, troubleshooting playbooks, and root cause analysis reports.
8. Participate in UAT, pilot programs, and new feature validations for ERP-related releases.
9. Contribute to post-mortem reviews and long-term support strategy improvements.
* Mentor and guide L2 specialists in developing deeper investigative and technical skills.
Requirements
10. Complete or ongoing higher education in IT or Exact Sciences (Mathematics, Accounting, Engineering or related fields).
11. Solid experience in a technical customer support or application support role.
12. Strong knowledge of ERP platforms and underlying workflows (finance, order management, inventory, etc.).
13. Proven experience working with SQL databases.
14. Solid understanding of server environments, network protocols, and hosted application architectures.
15. Experience working with CRM/ticketing systems such as Zendesk, Salesforce or Jira.
16. Exposure to cloud hosting platforms and remote desktop tools.
17. Experience translating customer needs into clear documentation for development.
* Advanced English (C1+).
Key qualifications
18. Strong troubleshooting and analytical thinking skills.
19. Excellent written communication and technical documentation skills.
20. Proactive, organized and customer-focused profile.
21. Team-oriented approach.
22. High attention to detail and investigation skills.
* Self-motivated and able to work autonomously.
What we can offer you
23. National Medical Health Plan (Unimed);
24. National Dental Assistance (Unimed);
25. Maternity & Paternity extension leave;
26. Life Insurance;
27. Meal/ Restaurant allowance (Alelo Tudo);
28. Home office allowance (if applicable);
29. Education Platforms and training funding;
30. Gympass, Zenklub (Health app) and Guapeco (Pet Plan);
31. Annual Profit Sharing Program;
32. Education allowance;
33. DayOff as a birthday gift;
* Agreement with pharmacies, restaurants and theaters.
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