Technical Support

But what exactly is TOPdesk?At TOPdesk, we help our customers improve the quality of the services they provide. We do this through powerful software and the expertise of a team of specialists.We are more than 700 employees across nine countries, and we continue to grow with the goal of making service management simpler and more enjoyable.If you are looking for a place where you can develop your skills in a flexible and collaborative environment, TOPdesk is the place for you! Technical Product Support is the first point of contact for existing customers seeking technical and functional assistance with TOPdesk. The role investigates a broad range of inquiries, identifies root causes, communicates clear solutions, and helps customers use the platform successfully. The position is based in Brazil, works closely with the local team, and reports to a manager in the United States, contributing to a consistent and unified support experience across the Americas.The successful candidate combines strong analytical ability, customer focus, technical curiosity, and clear communication. Because customers often support their own internal users and may have advanced product knowledge, this role is expected to develop deep expertise in TOPdesk, its SaaS and Virtual Appliance environments, integrations, automation, databases, reporting, and related technologies.Key ResponsibilitiesAct as the primary contact for customer questions and incidents, managing cases from intake through resolution while setting clear expectations and priorities.Analyze technical and functional issues by reproducing behavior, reviewing logs, configuration, performance data, database-related information, and other diagnostic evidence.Troubleshoot TOPdesk SaaS and Virtual Appliance environments, including platform behavior, integrations, automation, modules, upgrades, licensing changes, and environment maintenance.Provide practical guidance on product use, configuration, reporting, and data-related questionsDocument investigation steps, findings, workarounds, and resolutions accurately in the case management system, ensuring complete and reusable knowledge.Create and maintain knowledge articles and localized materials for the Brazilian market; contribute relevant knowledge for global reuse.Participate in procedure definition, standardization, service improvement, training, and value-adding projects that improve quality, efficiency, collaboration, or customer outcomes.Keep knowledge current by studying product updates and emerging technologies and by applying and sharing learning with colleagues.Participate in the 24x7 support coverage rotation, working collaboratively with the Brazil and Americas support teams to ensure continuity of service. The assigned on-call schedule is Monday through Thursday, from 5:30 p.m. to 4:00 a.m., and Sunday, from 7:00 p.m. to 4:00 a.m., according to the established rotation and business needs. Required QualificationsBachelor’s degree or equivalent professio...