Job Description

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 Responsibilities

• Act 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 questions
• Document 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.

Qualifications

Required Qualifications

• Bachelor’s degree or equivalent professional experience; a technology-related field is preferred.
• Approximately two years of experience in technical support, application support, service desk, customer-facing technology, or a related area.
• Demonstrated affinity for IT and the ability to learn complex software and technical concepts.
• Strong analytical, problem-solving, prioritization, and organizational skills.
• Clear written and verbal communication, with a strong customer-service mindset.
• Professional fluency in Portuguese and working proficiency in English sufficient for customer communication, technical collaboration, documentation, and meetings with a U.S.-based manager.

Preferred Technical Knowledge

• Cloud computing and SaaS concepts; virtual appliances or hosted application environments.
• Application and infrastructure troubleshooting, including log analysis and performance investigation.
• Databases and SQL fundamentals; data import/export and reporting concepts.
• APIs, integrations, authentication, networking, and automation concepts.
• IT service management practices, ticket handling, incident prioritization, knowledge management, and service-level commitments.
• Experience supporting enterprise software or technically knowledgeable customers.

Additional Information

How does our recruitment process work?

Our recruitment process is 100% online. Once your résumé has been selected by our recruitment team, we will contact you to schedule an interview.

Our recruitment process takes around 20 days, from the first interview to hiring.

If everything goes well, we will be working together next month!

What do we offer to help you grow and feel your best at TOPdesk?

💸 Salary to be agreed upon.

💳 Flexible benefits: a Flash card with R$ 1,118.00 per month to use as you prefer within categories such as groceries, meals, internet and utilities, culture, mobility, and more.

⏰ Flexible working hours and a hybrid model: work from wherever you prefer, with one in-office day per month.

🚌 Transportation: reimbursement for public transportation expenses through the Flash Card.

🏊‍♀️ SESC membership: full membership provides access to cultural, leisure, and sports activities at all SESC locations.

💪 Wellhub (Gympass) and TotalPass: discounts on gyms and activities that support your health and well-being.

🩺 We take care of your overall health with SulAmérica medical and dental insurance, as well as life insurance, with coverage extended to your family.

📚 Partnership with a language-learning platform.

💰 Financial education with Onze.

🍼 Childcare allowance for children from 0 to 5 years old.

🎂 Happy Day: one day off during your birthday week to enjoy with the people you love.

🎮 For your in-office days, we have a relaxation room equipped with a PS5, Nintendo Switch, foosball table, ping-pong table, and pool table. We also provide snacks so you can grab a bite while chatting with your favorite colleague!

➔ Want to learn more about TOPdesk? Visit our website!