Senior Technical Customer Support Representative - Remote

Overview

Ubiminds is seeking a skilled Senior Technical Customer Support Representative to be a founding member of our Customer Support Organization. The ideal candidate will possess 4+ years of experience in technical support, with a strong background in cloud technologies, particularly AWS and Kubernetes.

In Short

• Serve as a primary technical resource for customer-reported issues across the CloudZero product suite.
• Become a product and industry expert in cloud cost sources.
• Maintain an orderly support queue and manage SLA adherence.
• Reproduce, document, and escalate bugs in collaboration with Product and Engineering teams.
• Drive customer communication during major incidents.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams.
• Drive departmental projects contributing to team and company goals.
• Mentor and coach team members through training and support.

Requirements

• Advanced/fluent English skills – Excellent written and verbal communication skills.
• 4+ years of experience in a senior technical support role for a B2B SaaS product.
• Hands-on experience supporting cloud services, particularly AWS.
• Proficiency with support tooling and application performance management tools.
• Proficiency querying relational databases (e.g., SQL).
• Experience troubleshooting API calls and scripts, especially in Python.
• Strong problem-solving skills with attention to detail.

Benefits

• Placed in a product-based company with full employee treatment.
• Full back-office support, including career guidance and HR services.
• Remote-first policy with a distributed team.
• Receive a MacBook for work.
• Access to growth opportunities and tech talks.
• Improve English through free lessons with a native speaker.
• Candidate Referral bonus for promoting the company.
• Access to the Florianópolis headquarters with perks.