Technical Support Specialist
Suger.com
Hybrid
Brazil
Full Time
About Us
Suger is a revenue platform that helps our customers grow on the fastest growing B2B sales channel: the cloud marketplaces of AWS, Azure, GCP, and Alibaba. Launched in 2022, we take the tech debt out of marketplace sales by providing an API-first approach to provide a last mile solution between their existing tech stack (e.g. CRM, metering solution, ERP) and the cloud marketplaces. In just 2 years, we’ve contracted with more than 200 company customers, ranging from early-stage startups to public companies.
We are expanding our remote Support team in Brazil to deliver world-class technical support and streamlined triage across time zones.
We are hiring Support Specialists who will manage the full ticketing process across Tier 1, Tier 2, and Tier 3 escalation. Your primary workflow will leverage Pylon (customer support ticketing) and ClickUp (engineering ticketing system).
You will be responsible for: - Receiving and triaging all inbound support requests in Pylon- Handling Tier 1 and Tier 2 troubleshooting- Creating, managing, and tracking Tier 3 tickets in ClickUp for Engineering- Partnering with Customer Success for high-impact or account-sensitive issues
This role is critical to ensuring operational excellence, fast response times, and outstanding customer communication.
What You'll Do
Tier 1 — Frontline Support & Triage (via Pylon)- Manage all inbound customer tickets in Pylon, ensuring accurate categorization and prioritization.- Provide initial troubleshooting and clear, friendly customer responses.- Resolve common issues related to: -- AWS/Azure/GCP Marketplace setup -- Private offer creation workflows -- CRM sync issues (Salesforce, HubSpot) -- Billing, usage reporting, invoice discrepancies -- Access control, UI issues, configuration questions- Apply predefined macros and workflows within Pylon to maintain consistency.- Ensure SLAs for response and updates are maintained across all tickets.- Keep documentation up to date within internal knowledge bases.
Tier 2 — Advanced Investigation & Root Cause Analysis- Take ownership of escalated technical issues unable to be resolved at Tier 1.- Reproduce issues in staging environments and gather: -- Logs -- Payloads -- Screenshots -- Steps to reproduce- Troubleshoot deeper API, webhook, integration, or metering issues.- Identify potential bugs or systemic issues and prepare technical notes for Tier 3 escalation.- Reduce friction by identifying repeatable issues and updating documentation or workflows as needed.
Tier 3 — Escalation Path (Engineering & Customer Success)Escalation to Engineering (via ClickUp)- Escalate to Engineering when issues require backend or product-level intervention.- You will: -- Create clear and complete Tier 3 tickets in ClickUp, including: -- Severity level -- Steps to reproduce -- Logs, API requests/responses -- Videos/screenshots -- Business impact assessment- Follow up proactively with Engineering to drive resolution.- Validate fixes in staging and confirm issue resolution before closing the Pylon ticket.- Communicate timelines and updates back to customers and Customer Success.
Escalation to Customer Success- Loop in Customer Success when issues affect: -- Key accounts or high-ARR customers -- Private offers with deadlines -- Co-sell opportunities -- Marketplace listings waiting to go live -- Revenue-sensitive workflows- You will: -- Provide CS with concise impact summaries and expected timelines. -- Join customer-facing calls when an issue requires cross-team coordination. -- Ensure alignment between Support → CS → Engineering so the customer gets a consistent experience.
Suger is a revenue platform that helps our customers grow on the fastest growing B2B sales channel: the cloud marketplaces of AWS, Azure, GCP, and Alibaba. Launched in 2022, we take the tech debt out of marketplace sales by providing an API-first approach to provide a last mile solution between their existing tech stack (e.g. CRM, metering solution, ERP) and the cloud marketplaces. In just 2 years, we’ve contracted with more than 200 company customers, ranging from early-stage startups to public companies.
We are expanding our remote Support team in Brazil to deliver world-class technical support and streamlined triage across time zones.
We are hiring Support Specialists who will manage the full ticketing process across Tier 1, Tier 2, and Tier 3 escalation. Your primary workflow will leverage Pylon (customer support ticketing) and ClickUp (engineering ticketing system).
You will be responsible for: - Receiving and triaging all inbound support requests in Pylon- Handling Tier 1 and Tier 2 troubleshooting- Creating, managing, and tracking Tier 3 tickets in ClickUp for Engineering- Partnering with Customer Success for high-impact or account-sensitive issues
This role is critical to ensuring operational excellence, fast response times, and outstanding customer communication.
What You'll Do
Tier 1 — Frontline Support & Triage (via Pylon)- Manage all inbound customer tickets in Pylon, ensuring accurate categorization and prioritization.- Provide initial troubleshooting and clear, friendly customer responses.- Resolve common issues related to: -- AWS/Azure/GCP Marketplace setup -- Private offer creation workflows -- CRM sync issues (Salesforce, HubSpot) -- Billing, usage reporting, invoice discrepancies -- Access control, UI issues, configuration questions- Apply predefined macros and workflows within Pylon to maintain consistency.- Ensure SLAs for response and updates are maintained across all tickets.- Keep documentation up to date within internal knowledge bases.
Tier 2 — Advanced Investigation & Root Cause Analysis- Take ownership of escalated technical issues unable to be resolved at Tier 1.- Reproduce issues in staging environments and gather: -- Logs -- Payloads -- Screenshots -- Steps to reproduce- Troubleshoot deeper API, webhook, integration, or metering issues.- Identify potential bugs or systemic issues and prepare technical notes for Tier 3 escalation.- Reduce friction by identifying repeatable issues and updating documentation or workflows as needed.
Tier 3 — Escalation Path (Engineering & Customer Success)Escalation to Engineering (via ClickUp)- Escalate to Engineering when issues require backend or product-level intervention.- You will: -- Create clear and complete Tier 3 tickets in ClickUp, including: -- Severity level -- Steps to reproduce -- Logs, API requests/responses -- Videos/screenshots -- Business impact assessment- Follow up proactively with Engineering to drive resolution.- Validate fixes in staging and confirm issue resolution before closing the Pylon ticket.- Communicate timelines and updates back to customers and Customer Success.
Escalation to Customer Success- Loop in Customer Success when issues affect: -- Key accounts or high-ARR customers -- Private offers with deadlines -- Co-sell opportunities -- Marketplace listings waiting to go live -- Revenue-sensitive workflows- You will: -- Provide CS with concise impact summaries and expected timelines. -- Join customer-facing calls when an issue requires cross-team coordination. -- Ensure alignment between Support → CS → Engineering so the customer gets a consistent experience.
What Success Looks Like
- Fast, consistent response and resolution SLAs in Pylon
- High CSAT and positive customer feedback
- Clean and well-organized Pylon and ClickUp ticket hygiene
- Clear, reproducible Tier 3 tickets that accelerate engineering turnaround
- Reduced repeat issues via better documentation and automated workflows
- Strong cross-team communication with Customer Success and Engineering
What You'Ll Bring
- 1–5 years in Technical Support or Support Operations.
- Strong English communication (written & verbal).
- Experience in remote-first environments.
- Demonstrated ability to troubleshoot SaaS, API, or integration issues.
- Familiarity with ticketing tools (Pylon preferred; Zendesk/Freshdesk/Fusion helpful).
- Ability to analyze logs, reproduce issues, and document clearly.
- Comfortable working with both technical and non-technical teams.
Nice-To-Have
- Experience with Cloud Marketplaces (AWS, Azure, GCP)
- Knowledge of Salesforce or HubSpot
- Basic SQL or log-reading skills
- Previous B2B SaaS or startup experience
Why Join Us
- Top-notch team - You'll work with other top-tier talent, who have built large-scale enterprise SaaS products at top companies like Google, Meta, Microsoft, Salesforce, Confluent, Intuit, and more.
- Competitive Brazil-aligned compensation
- Career paths into Senior Support, Technical Support Engineering, QA, CS Ops, or Product Operations
- Work with an innovative platform supporting global, fast-growing ISVs
- Flexible work environment with a strong team culture.