Software Engineer - São Paulo

Location: Remote in Ontario, Canada The Technical Support Engineering team serves as the global foundation for customer success by providing expert technical assistance and driving efficient solutions to complex product challenges. As a Technical Support Engineer, you will act as a primary point of contact and escalation lead, ensuring high-quality incident resolution and continuous process improvement. The mission of this team is to deliver exceptional technical support through meticulous troubleshooting and proactive knowledge sharing. Responsibilities Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system. Resolve escalated technical incidents from the Technical Support and Technical Account Management teams using a one-touch resolution framework. Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation. Analyze ticket patterns and pr...