Support Specialist

Description

**Be yourself, be your best!** We combine our global expertise in key industries and the latest technologies to help fast-growing and established enterprises transform and accelerate their business models, develop innovative digital solutions, scale technological capabilities, and sustain their growth. **Get to know our Consulting and Support area!** Join our Support and Consulting area at e-Core! If you are passionate about technology, challenges, and problem-solving, this is the ideal area for you. Here, you will work with global teams and end users, helping them maximize the use of innovative technology solutions. Join us to grow in a collaborative and multicultural environment where continuous learning and teamwork are valued. **Join our team!** **What you’ll do in this role:** * Handle end-to-end technical support cases across core product areas, including authentication/login, software integrations, audio/microphone performance, document generation, and new features as they are released. * Diagnose and resolve issues across multiple platforms (web, Windows/macOS desktop, iOS/Android mobile), including browser-based debugging (Console, Network, log capture), OS-level permission tracing, and application log analysis. * Address authentication and login issues, including SSO configuration (SAML, OAuth 2.0, OpenID Connect), identity provider integrations (Microsoft Entra ID, Okta), and session/token behavior. * Investigate integration failures by reading API request/response payloads, interpreting HTTP status codes, verifying webhook delivery logs, and using tools like Postman to validate expected behavior. * Understand and clearly explain how the product’s AI pipeline works — from audio capture and transcription to text generation via LLM — identifying whether an issue stems from audio quality, template configuration, or model behavior. * Manage your own backlog with discipline: keep active cases up to date, escalate at the right time, and close cases to meet internal process quality standards. * Write each customer response with precision and care, since the usage context is sensitive and users notice vague, robotic, or evasive language. * Produce clear, context-rich escalations to engineering, following a structured format: what the problem is, what has already been investigated, and what specific help is needed. * Communicate confidently across multiple channels (support chat/email, Slack for internal coordination, Zoom/Loom for asynchronous handoffs). * Master the audio troubleshooting tree: device- and OS-level permissions, microphone assignment in the browser, hardware standards (built-in, USB, Bluetooth, headset), environmental factors, and dual-channel capture scenarios. * Identify and flag patterns — for example, if multiple users from the same region report the same issue within the same week, that’s a signal requiring escalation. * Create and improve knowledge base articles from resolved cases, following Knowledge-Centered Service (KCS) practices: search before solving, link articles to cases, flag incomplete or outdated articles. * Participate in quality calibration sessions, share observations on recurring issues, and channel product feedback to the appropriate stakeholders. * Propose improvements to support processes by identifying recurring bottlenecks, automation opportunities, and workflow adjustments that increase team efficiency and service quality. * Actively use AI tools daily — to draft responses, summarize complex cases, research unknown issues, and improve your own documentation. **This position is right for you if you:** * Have 8+ years of experience in technical or product support at a SaaS company, ideally having supported a multiplatform product (web, desktop, and mobile). * Can independently and systematically investigate and resolve technical issues — not just follow pre-written scripts. * Have operational experience with Intercom or a similar support platform. * Are comfortable using browser DevTools (Console, Network, Application tab) and know how to capture and interpret HAR files. * Have experience with authentication protocols and multi-OS troubleshooting (microphone permissions on Windows, macOS, iOS, and Android). * Can interpret structured application logs (ERROR/WARN/INFO levels), follow trace IDs, and identify relevant events within a log bundle. * Actively and daily use AI tools (Claude, ChatGPT, or similar) for research, writing, and improving your own workflow. * Have excellent English communication skills (advanced proficiency: written and verbal) and a structured, methodical approach to troubleshooting. * Possess well-developed soft skills to interact with users and communicate articulately, patiently, and respectfully — even in difficult situations. * Have sound judgment to decide when to continue investigating versus when to escalate, with confidence to defend either decision. **It would be great if you have:** * Direct experience working with healthcare professionals, clinicians, or users in regulated industries. * Familiarity with data privacy concepts such as HIPAA and GDPR. * Prior experience supporting voice, audio, or transcription products (AI scribes, voice-note apps, audio recording software). * Understanding of troubleshooting workflows that combine audio with AI-powered speech recognition. * Familiarity with observability and analytics platforms such as Datadog and Splunk. **Where you’ll be based:** * Remote — BR **Benefits of being an e-Corean!** We offer a flexible benefits package: with e-Core BeneFlex, our e-Coreans can build a personalized benefits package aligned with their profile and needs. Financial Benefits Meal and/or food allowance. Multi-benefit card. PLR (Profit and Results Sharing). Private pension plan. ✅ Health & Well-being Health, dental, and life insurance. Pet health insurance. Partnership with Wellhub to maintain an active routine. ️ Flexibility & Quality of Life 15 days of vacation every 6 months. Monthly remote work allowance. Development Education and childcare assistance. Educational partnerships And other benefits to enrich your e-Core experience. At e-Core, we recruit intentionally to reflect our culture, valuing diversity in all its forms. We believe gender, age, ethnicity, race, religion, sexual orientation, and other identity markers are assets that enrich our team — with no barriers for brilliant talent to shine. Our commitment is to Equal Opportunity, encouraging every person to be themselves and grow professionally and personally.\#BeYourself \#BeYourBest **Privacy** By submitting an application, I acknowledge that I have read and understood e-Core’s Privacy Policy. Privacy Policy (EN) / Política de Privacidade (PT-BR) Everything we do aims to connect people and technology to build a better future — together!