Premium Support Advisor (Portuguese Speaking)
Core
Dedicated technical co-pilot and trusted advisor for strategic enterprise accounts, resolving complex software challenges and bridging clients with product visionaries.
Role type
Senior Premium Support Advisor (SaaS)
Builds
AI-powered learning platform for enterprise organizations
Domain
EdTech / SaaS / Artificial Intelligence
Deliverable
client delivery
Required skills
SaaS technical support, root cause analysis, cross-functional collaboration, technical documentation, Portuguese (fluent), English (fluent)
Preferred skills
Experience with Zendesk, Salesforce, JIRA, Slack
Responsibilities
Conduct regular ticket reviews for Premier/Advantage/Essential accounts, provide multi-channel technical support (phone/video/chat/email), diagnose complex application behaviors and engineer workarounds, partner with CSMs/AMs/TAMs to resolve escalations, translate client feedback into product roadmap insights, maintain technical documentation of client environments
Seniority
Senior, hands-on IC
