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Job Summary: Provide proactive and empathetic technical support to Sensedia's customers by investigating issues, guiding users, and collaborating with internal teams to ensure the best possible experience. Key Highlights: 1. 100% remote position 2. Plural, relaxed, and innovative culture 3. Welcoming and respectful work environment ### **100% Remote Position** **Here, we connect the world** -------------------------------- Sensedia is a market leader in APIs, offering integration solutions and consulting services to major companies in Brazil and worldwide across various industries. In addition to its API Management platform, Sensedia's portfolio includes Sensedia Integrations, Service Mesh, API Adaptive Governance, Events Hub, Open Banking & Finance, and strategic Professional Services teams. Working here means being part of a plural, relaxed, and innovative culture. It’s for those courageous enough to go beyond, think outside the box, and act accordingly. We prefer asking for forgiveness rather than permission and are always ready to transform and reinvent ourselves. Our people are extraordinary—and you can be part of it all. We commit to ensuring a welcoming and respectful workplace. Learn more on our website: https://br.sensedia.com/sensedia-careers ### **What is the mission of this role?** * Provide technical support to our customers with empathy and proactivity, ensuring they have the best possible experience using our products. This person will be responsible for investigating technical issues, guiding users, and collaborating with internal teams to resolve challenges of varying complexity. ### **What will your day-to-day activities be?** * Handle requests via tickets and, occasionally, video calls; * Respond to customer questions and issues, managing multiple requests simultaneously; * Register, categorize, and prioritize requests according to defined SLAs; * Perform platform testing to validate questions and issues; * Escalate more complex issues to higher tiers when necessary; * Analyze and debug code (with guidance for more complex cases); * Collaborate with various company departments such as consulting, engineering, and customer success; * Track open issues with the engineering team and update customers on resolution progress; * Participate in departmental and company-wide meetings—even if online; * Contribute to achieving individual performance metrics and departmental goals; * Understand and stay updated on our products’ latest features, their dependencies, underlying technology stack, and operational impact; develop technical content (solution documentation, FAQs, etc.); * Act as a trusted partner to our customers—understanding their needs and delivering the best possible support. ### **What are the mandatory requirements for this role?** * Clear and assertive communication (verbal and written); * Knowledge of API concepts and practices using RESTful design standards (familiarity with system integrations is a good starting point); * Ability to use tools and interpret input/output data to diagnose system behavior and identify issues; * Ability to effectively prioritize and escalate customer issues as needed; * Basic programming logic knowledge; * Basic knowledge of relational and non-relational databases and structuring simple queries; * Familiarity with functional API testing tools (Postman, cURL, SoapUI); * Completed or ongoing degree in technology-related fields. ### **What are the preferred qualifications for this role?** * Prior experience in Technical Support Level 1 and/or Level 2; * Knowledge of API documentation using OpenAPI Specification (Swagger) and business workflows; * Familiarity with incident and ticketing management tools (Zendesk, Jira, etc.); * Knowledge of scripting languages (e.g., JavaScript, Python, etc.); * Intermediate English and/or Spanish ### **Here’s what you’ll find at Sensedia:** * Meal Allowance / Food Voucher (Flash Benefits Card), Health Insurance, Dental Insurance, Life Insurance, Profit Sharing Program (PPR), TotalPass, Childcare Assistance, Well-Being Program (focused on physical and mental health), Corporate University (our #SensediaAcademy) with diverse learning paths; cultural and educational partners offering special discounts; we are a citizen company providing extended maternity and paternity leave. * We embrace **#WorkWhereYouBelong**, our flexible work value proposition, helping increase Sensedia employees’ sense of belonging. Work where you belong—because physical barriers are smaller, and the feeling is that there is only one Sensedia, no matter where you work. **This opportunity is also open to people with disabilities (PCD)! ;)** Are your experiences aligned? Apply now and discover Brazil’s leading API reference! We want you on our team!! * To foster increasingly diverse teams and plural work environments, our mission is to *map* the different audiences we reach through this initiative! So we’ll ask a few brief questions related to diversity*—that’s okay? =) ##### ***\*Personal and sensitive personal data collected will be processed in accordance with the General Data Protection Law (LGPD) — Law No. 13.709/2018***
