Job Description

TeamViewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.

We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact?

Level II Technical Customer Support

The Level II Technical Customer Support Specialist provides advanced technical assistance to customers using our SaaS platform. This role handles escalated issues from Level I Support, performs deeper troubleshooting, collaborates with engineering teams, and ensures timely resolution of complex technical problems. The ideal candidate has strong analytical skills, excellent communication abilities, and experience supporting cloud‑based applications.

Key Responsibilities:

• Advanced Troubleshooting — Diagnose and resolve complex technical issues involving application behavior, integrations, APIs, authentication, and data workflows.

• Escalation Handling — Serve as the primary escalation point for Level I Support; take ownership of high‑priority or unresolved cases.

• Customer Communication — Provide clear, professional, and empathetic communication through email, chat, and video calls.

• Technical Investigation — Reproduce issues, analyze logs, review system metrics, and identify root causes.

• Collaboration with Engineering — Document defects, submit detailed bug reports, and work closely with product and engineering teams to drive resolution.

• Knowledge Base Contribution — Create and update internal and customer‑facing documentation, troubleshooting guides, and best practices.

• System Monitoring — Assist in monitoring platform health, alerts, and incident response activities.

• Customer Advocacy — Represent customer needs internally and help identify opportunities for product improvement.

• Training & Mentorship — Support onboarding and skill development for Level I Support team members.

Required Qualifications:

• Required: Fluency in Portuguese & English Language

• 2–4+ years of technical support experience, preferably in a SaaS or cloud‑based environment

• Strong understanding of web technologies (HTTP, REST APIs, JSON, browsers, networking basics).

• Experience with ticketing systems such as Zendesk, Freshdesk, Jira Service Management, or similar.

• Ability to read and interpret logs, error messages, and API responses.

• Familiarity with authentication standards (OAuth, SSO, SAML) is highly preferred.

• Excellent written and verbal communication skills.

• Strong problem‑solving skills with the ability to work independently.

• Comfortable working in a fast‑paced, customer‑focused environment.

Preferred Qualifications

• Experience with SQL for basic queries or data validation.

• Exposure to cloud platforms (AWS, Azure, GCP).

• Basic scripting knowledge (Python, Bash, PowerShell) is a plus.

• Experience supporting integrations with third‑party systems.

• Prior involvement in incident response or on‑call rotations.

What we offer:

• Please note this is an in-office position: Av Adolfo Lopez Mateos 2405 Col. Providencia. (IN OFFICE POSITION / NO REMOTE)

• Our teams collaborate and work with each other towards a common goal.

• We truly live and celebrate our cultural diversity: our colleagues come from more than 70 countries and speak more than 40 languages.

• It's all about the team: become part of a community that values respect, support and open feedback

• Enjoy an attractive workplace with modern equipment within a dynamic company that enjoys continuous, healthy growth

• Benefit from learning opportunities – internal & external

• Health Benefits: major medical expenses services / Life insurance

• Food Vouchers

• Parking at the Midtown Plaza

• Quarterly team building events, and companywide “All Hands” meetings

• Snacks and soft drinks/ Occasionally free lunches.

• Open door policy and casual dress code.

• We celebrate diversity as one of our core values. Join c-a-r-e and lead change initiatives together with us!

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.