TeamViewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.
We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact?
_ Level II Technical Customer Support _:
Key Responsibilities:
- Escalation Handling — Serve as the primary escalation point for Level I Support; take ownership of high‑priority or unresolved cases.
Technical Investigation — Reproduce issues, analyze logs, review system metrics, and identify root causes.
- Collaboration with Engineering — Document defects,
submit detailed bug reports, and work closely with product and engineering teams to drive resolution.
- Knowledge Base Contribution — Create and update internal and customer‑facing documentation, troubleshooting guides, and best practices.
- System Monitoring — Assist in monitoring platform health, alerts, and incident response activities.
- Customer Advocacy — Represent customer needs internally and help identify opportunities for product improvement.
- Training & Mentorship — Support onboarding and skill development for Level I Support team members.
Required Qualifications:
- _ Required: Fluency in Portuguese & English Language _
- 2-4+ years of technical support experience, preferably in a SaaS or cloud‑based environment.
- Strong understanding of web technologies (HTTP, REST APIs, JSON, browsers, networking basics).
- Experience with ticketing systems such as Zendesk, Freshdesk, Jira S