Senior Technical Support Analyst

Customer at TRACTIAN

The Customer team is the driving factor behind lifetime value, retention and expasion at Tractian. We focus on expanding inside existing customers, crosselling to different products, and building even stronger relationships with our current accounts. Our Enterprise customers are comprised of Fortune 500 companies, such as Hyundai, Bosch, Unilever, Suzano, PepsiCo, and others. Every member of our team directly affects the results of our clients. As part of this team, you will be in contact with clients to understand their needs and help create solutions to improve their maintenance processes.

What you'll do

As a Technical Support Analyst at TRACTIAN, you will provide specialized technical assistance to our clients, focusing on solving complex engineering problems and ensuring the effective use of our software and hardware solutions. In addition to building relationships with clients, you will perform analyses of mechanical, electrical, and operational spectra, interpret technical drawings, and continuously seek opportunities for improvement to optimize client operations.

Responsibilitiers

• Develop and maintain close relationships with the customer base, ensuring clear and effective communication.
• Investigate and diagnose technical issues, providing accurate and timely solutions, including solving complex engineering problems.
• Work closely with the development team to report bugs and suggest improvements based on client feedback and needs.
• Provide technical support through our Helpdesk, email, and remote sessions, resolving client issues quickly and efficiently.
• Manage support activities and client interactions through our Helpdesk, and document actions in the HubSpot CRM, ensuring accurate and accessible records.
• Develop a deep understanding of TRACTIAN products, correlating features with client operations to identify and suggest improvements and new tools.
• Assist in creating and maintaining support documentation and knowledge bases, sharing your technical expertise with the team and clients.
• Analyze mechanical, electrical, and operational spectra, interpret technical drawings, and understand industrial processes, including knowledge of PPCM (Planning, Programming, and Control of Maintenance) and its operational routines.
• Be proactive in seeking improvement opportunities, focusing on enhancing operational efficiency and customer satisfaction.

Requirements

• Bachelor’s degree in a technical discipline, such as Electrical, Mechanical, or Industrial Engineering.
• Experience in providing technical support for software or technology products.
• Strong problem-solving skills and ability to work under pressure.
• Excellent verbal and written communication skills.
• Knowledge of troubleshooting and diagnostic techniques.
• Proficiency in technical support tools and Helpdesk software, especially Intercom.
• Ability to document technical information for a non-technical audience.
• Genuine listening skills and an obsession with customer satisfaction, with a focus on delivering exceptional service.
• Knowledge of different industrial processes and PPCM (Planning, Programming, and Control of Maintenance) and its operational routines.

Bonus Points

• CATV II or III certification.
• Prior experience in B2B technical support roles.
• Additional language skills apart from English.
• Fluent in English.

Compensation

- Competitive salary and stock options

- R$800/mo for you to use with food in supermarkets, restaurants and delivery

- GymPass so you don't sit/work all day

- Optional fully funded English / Spanish courses

- 30 days of paid annual leave

- Education and courses stipend

- Earn a trip anywhere in the world every 4 years

- Day off during the week of your birthday

- R$200 a month for remote work allowance

- Mental health support: we cover 40% of the cost of your therapy

- Health plan with national coverage and without coparticipation

- Dental Insurance: we help you with dental treatment for a better quality of life.

- Sports Incentive: R$300/mo extra if you practice activities

- Up to R$5.000 bonus for referring new Blue Caps