Product Support Specialist - Hybrid Role in São Paulo — Columbus
Traveler-Friendly Insight
This role is listed as Hybrid or On-site in São Paulo, Brazil, depending on business needs. While the job posting includes the #LI-Remote tag, the explicit location language makes clear that on-site presence is expected at least part of the time. This is not a fully remote, location-independent role — digital nomads without a fixed São Paulo base should apply with caution.
For those already based in or relocating to Brazil, São Paulo is one of Latin America's largest tech hubs with a relatively affordable cost of living compared to equivalent cities in North America or Western Europe. Monthly living costs for a comfortable lifestyle run approximately USD 1,000–1,800, which aligns well with an entry-level tech support salary in Brazil.
- Timezone: Brazil Standard Time (BRT, UTC-3), which overlaps well with both US Eastern and European business hours — useful if you travel within the Americas or Europe occasionally.
- Visa consideration: Foreign nationals wishing to work in Brazil would need a work visa (VITEM V) sponsored by the employer. Brazil does not currently have a widely-used digital nomad visa.
- Travel perks: No explicit travel stipend, coworking budget, or equipment allowance is mentioned.
If you're seeking a fully remote, travel-friendly role, look for positions explicitly labeled "fully remote" with no geographic attendance requirement.
Product Support Specialist I
Location: São Paulo, Brazil (Hybrid or On-site, depending on business needs)
Why You Should Join Us
Join a collaborative and customer-focused team dedicated to delivering exceptional product experiences. As a Product Support Specialist I, you'll play a critical role in helping customers succeed by solving problems quickly and effectively. This is an excellent opportunity to grow your technical and customer support skills, build product expertise, and contribute to continuous improvement through knowledge sharing.
We're committed to creating an inclusive environment where everyone can learn, grow, and make an impact.
What You'll Do
- Act as the first point of contact for customers and internal users via phone, chat, email, and support portal
- Diagnose and resolve common product issues using knowledge base articles, runbooks, and standard procedures
- Collect and document key information (e.g., issue details, environment, impact, steps to reproduce) to ensure accurate case management
- Log, categorize, prioritize, and manage tickets in ITSM/CRM systems (e.g., ServiceNow, Zendesk, Jira Service Management)
- Meet established service level agreements (SLAs) for response and resolution on low- to medium-complexity cases
- Escalate more complex or high-priority issues (P1/P2) following defined processes
- Guide customers through workarounds, product features, and self-service resources
- Contribute to improving internal knowledge bases by creating and updating articles
- Monitor ticket queues and ensure timely follow-up through to resolution
- Support customer satisfaction efforts by ensuring surveys are completed and feedback is captured
What You Bring
Must-Have Qualifications
- 0–2 years of experience in customer support, service desk, or product support
- Strong communication skills (written and verbal) with a customer-first mindset
- Ability to troubleshoot basic technical issues (e.g., web applications, client software)
- Familiarity with ticketing or helpdesk tools
- Strong attention to detail and ability to document information clearly
- Ability to manage multiple tasks and prioritize effectively
Nice-to-Have
- Experience supporting SaaS or software/hardware products
- Exposure to tools such as ServiceNow, Zendesk, or Jira Service Management
- Basic understanding of APIs, logs, or debugging processes
- Experience working with remote support tools
What You'll Get
- Competitive salary and performance-based incentives
- Opportunities for career growth into advanced support or technical roles
- Ongoing training and development (technical skills, product knowledge, customer experience)
- Flexible work arrangements (hybrid options where applicable)
- Paid time off and holiday schedule
- Inclusive, supportive team culture focused on learning and collaboration
- Exposure to industry-leading tools and technologies
How Success Is Measured
- First Response Time (FRT)
- First Contact Resolution (FCR) within L1 scope
- SLA adherence (response and resolution targets)
- Customer satisfaction (CSAT/NPS)
- Quality and completeness of ticket documentation
- Contributions to knowledge base and team learning
About Fortive Corporation
Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, built environments, and healthcare. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions.
We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
About Accruent
Accruent is a leading provider of solutions for unifying the built environment — spanning real estate, physical and digital assets, and the integrated technology systems that connect and control them. With U.S. headquarters in Austin, Texas, Accruent serves over 5,000 customers in more than 100 countries worldwide.
We are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].
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