Technical Support Maintenance Specialist
Customer Success
Technical Support
São Paulo, SP
#LI-IM1
Remote
TRACTIAN is transforming the industrial world by empowering frontline maintenance workers to achieve more. We’ve fused cutting-edge hardware with innovative software into one powerful platform, disrupting legacy systems and delivering smarter, faster solutions for our clients.
At TRACTIAN, you'll break boundaries, question convention, and collaborate with top talent to drive real change. As a part of our growth-stage startup, you’ll work alongside the founders, shaping the vision, products, and experiences that will define the future of industrial tech.
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.
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.
CATV II or III certification.
Prior experience in B2B technical support roles.
Additional language skills apart from English.
Fluent in English.
• Competitive salary and stock options
• 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
• Up to R$1.000/mo for meals and remote work allowance
• Health plan with national coverage and without coparticipation
• Dental Insurance: we help you with dental treatment for a better quality of life.
• Gympass and Sports Incentive: R$300/mo extra if you practice activities
If you want to build a ship, don't organize people to collect wood, assign them tasks, and give orders. Instead, teach them to long for the vast and endless sea.
Antoine Saint-Exupery