Job description
Want to get to the next step in your international career?
We can support you!
Ubiminds is a GPTW-certified, people-first company that partners with American software product companies to scale their development footprint. Ubi custom-curates Brazilian top 5% talent for their LATAM strategy, offering a unique combo of staff augmentation and employer-of-record services.
One of our clients is a SaaS platform at the intersection of next-generation cloud cost management and FinOps.
The company ingests billing and usage data from all cloud, SaaS, and PaaS providers, organizes it in real-time according to the customers’ business structures, lets customers view it at any level of time or resource granularity, and ultimately empowers them to make more informed business decisions.
Apply now! This is a unique opportunity for you to not only accelerate your international career but also work in a groundbreaking company.
Challenge
As a Senior Technical Customer Support Representative, you will combine your technical expertise and passion for delivering exceptional customer experiences. The ideal candidate will possess 4+ years of experience in technical support, with a strong background in cloud technologies- particularly AWS and Kubernetes. This role requires excellent analytical and problem-solving skills, along with the ability to communicate technical concepts effectively to both technical and non-technical stakeholders. We’re looking for a customer support professional who will be an early member and help to build the team, with desire to grow into a leadership role.
What you’ll do
- Serve as a primary technical resource for customer-reported issues across the CloudZero product
suite, including integrations with AWS, GCP, Azure, MongoDB, and Datadog ;
- Become a product and industry expert in cloud cost sources (AWS, GCP, Azure, MongoDB, Datadog,
etc..) and the FinOps/cloud cost management space
- Maintain an orderly support queue, prioritizing urgent issues, managing SLA adherence, and coaching
peers on effective queue management
- Reproduce, document, and escalate bugs in collaboration with Product and Engineering teams
- Drive customer communication and internal coordination during major incidents, collaborating with
Engineering, Customer Success, and other stakeholders to ensure timely updates and successful
resolution
- Collaborate cross-functionally with Product, Engineering, and Customer Success teams to advocate
for customer needs and improve the product experience
- Drive departmental projects that contribute to team, department, and company goals
- Mentor and coach team members through peer training, formal sessions, and on-the-job support
In order to succeed in this position, you will need:
Mandatory skills
- Advanced/fluent English skills – Excellent written and verbal communication skills
- 4+ years of experience in a senior technical support or support engineering role for a B2B SaaS
product
- Hands-on experience supporting cloud services, particularly AWS; familiarity with GCP and Azure is a
plus
- Proficiency with support tooling including: browser developer tools, application logs, and application
performance management tools like Datadog or New Relic
- Proficiency querying relational databases (e.g., SQL) for troubleshooting and analysis
- Experience troubleshooting API calls and scripts, especially in Python
- Excellent written and verbal communication skills with the ability to explain complex technical topics to
diverse audiences
- Strong problem-solving skills with attention to detail and the ability to manage multiple priorities
- It must be okay with some overlap with the US East Coast time zone.
Nice to have
- Familiarity with GCP and Azure is a plus.
Perks and Benefits
As a Senior Technical Customer Support Representative at @Ubiminds, you:
• Are placed in a product-based company, with the same treatment as their full-time employees.
• Have our full back-office support, from career guidance to HR and concierge services.
• Enjoy our remote-first policy – we are a distributed team, after all.
• Get your own MacBook (none of that “bring your own device” stuff here).
• Have access to growth opportunities with other amazing technology professionals, through tech talks, chapter meetings, and even remote happy hours for tons of fun!
• Improve your English through free lessons with a native English speaker - get to the next level on your communication skills!
• Candidate Referral bonus (promote Ubi to your tech friends, and get paid for it!)
• Miss working in the office? Our cool Florianópolis headquarters is available, whenever you want, with weekly quick massages & tasty snacks, soft drinks, and games
How our process works
• An initial general quick chat with a Tech Recruiter
• Interview with Tech Recruiter (specific chat about the job opening)
• Client process (this may vary)
• Offer
