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Job Overview
Location
Brazil
Job Type
Full-time
Category
Customer Support
Date Posted
November 19, 2025
Full Job Description
đź“‹ Description
- • Own the full customer support lifecycle for Suger’s revenue platform, ensuring every ISV—from seed-stage startup to Fortune 500—receives fast, empathetic, and technically accurate assistance across AWS, Azure, GCP, and Alibaba Cloud marketplaces.
- • Act as the first point of contact for all inbound tickets in Pylon, triaging by severity, business impact, and technical complexity while maintaining sub-15-minute first-response SLAs for P1 issues and sub-2-hour SLAs for P2/P3 issues.
- • Resolve Tier 1 inquiries autonomously: walk customers through marketplace onboarding, private-offer creation, CRM sync mapping (Salesforce & HubSpot), usage-report discrepancies, invoice reconciliation, and UI configuration changes—leveraging macros, runbooks, and internal knowledge bases to ensure consistency and speed.
- • Escalate to Tier 2 when deeper investigation is required: reproduce issues in isolated staging environments, capture full request/response payloads, correlate logs across distributed services, and isolate root causes in API, webhook, metering, or entitlement flows—then document findings in concise, reproducible formats.
- • Drive Tier 3 escalations into Engineering via ClickUp: craft crystal-clear tickets that include severity classification, step-by-step reproduction scripts, redacted logs, HAR files, screen recordings, and quantified business impact so engineers can pick up and resolve within one sprint cycle.
- • Partner tightly with Customer Success Managers when tickets touch high-ARR accounts, co-sell deadlines, or revenue-sensitive marketplace listings—joining customer calls, providing live troubleshooting, and aligning all stakeholders on timelines and next steps.
- • Continuously improve the support experience by identifying repeat issues, proposing new macros or self-service articles, and feeding product gaps back to PM and Engineering—reducing ticket volume per customer by at least 10% quarter-over-quarter.
- • Maintain pristine ticket hygiene: ensure every Pylon and ClickUp ticket is tagged, categorized, and updated in real time, enabling accurate reporting on CSAT, SLA adherence, and engineering cycle time.
- • Champion a remote-first, documentation-heavy culture: write public-facing knowledge-base articles, record Loom walkthroughs, and host monthly “Support Corner” webinars to educate customers and reduce inbound volume.
- • Contribute to 24×5 global coverage by aligning your Brazil timezone overlap with US-Pacific and EMEA teams, ensuring seamless handoffs and zero dropped tickets during shift transitions.
- • Influence the product roadmap by surfacing top customer pain points, voting on feature requests in Productboard, and beta-testing new marketplace integrations before general release.
- • Grow your career along multiple paths—Senior Support Specialist, Technical Support Engineer, QA Automation, CS Operations, or Product Operations—supported by quarterly OKRs, mentorship from ex-Google/Meta leads, and a transparent promotion framework.
🎯 Requirements
- • 1–5 years in Technical Support, Support Operations, or a client-facing SaaS role with proven ownership of Tier 1–3 workflows
- • Fluent English communication (written and verbal) with the ability to explain complex technical concepts to both engineers and non-technical stakeholders
- • Hands-on experience with ticketing systems such as Pylon, Zendesk, Freshdesk, or Fusion; comfort creating macros, triggers, and SLA policies
- • Demonstrated ability to troubleshoot REST APIs, webhooks, JSON payloads, and integration errors—plus familiarity with log analysis and browser dev tools
- • Nice-to-have: working knowledge of AWS, Azure, or GCP marketplaces; Salesforce or HubSpot admin experience; basic SQL or log-query skills; prior startup or B2B SaaS background
🏖️ Benefits
- • Brazil-aligned, competitive compensation package benchmarked against top-tier remote companies
- • Clear, documented career progression into Senior Support, Technical Support Engineering, QA, CS Ops, or Product Operations roles
- • Fully remote, flexible work environment with async-first culture and stipend for home-office setup
- • Collaborate with a world-class team of ex-Google, Meta, Microsoft, Salesforce, Confluent, and Intuit alumni building the future of cloud-marketplace revenue
Skills & Technologies
About Suger
Suger provides a platform designed to streamline cloud marketplace operations, enabling companies to list, transact, and co-sell on platforms like AWS, Azure, and GCP. They serve businesses looking to simplify offer management, automate co-selling engagements, and optimize sales performance within cloud ecosystems. Suger's API-first SaaS technology integrates with CRM, billing, and other tools, offering features like AI-powered listings, private offers, and flexible usage metering. Customers such as Astrix Security, Pulumi, and Teleport use Suger to manage cloud marketplace operations, highlighting the platform's ease of use and ability to save countless hours.
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