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
- 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
- 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
- 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
- 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
Fortive Corporation Overview
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 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.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
About the TeamSkills Required
- 0-2 years of experience in customer support, service desk, or product support
- Strong written and verbal communication skills with a customer-first mindset
- Ability to troubleshoot basic technical issues (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
- Experience supporting SaaS or software/hardware products
- Exposure to ServiceNow, Zendesk, or Jira Service Management
- Basic understanding of APIs, logs, or debugging processes
- Experience working with remote support tools
Fortive Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fortive and has not been reviewed or approved by Fortive.
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Parental & Family Support — Parental leave is fully paid for 12 weeks for all parents, with fertility coverage via Progyny and generous adoption/surrogacy support. Backup child and adult care plus inclusive eligibility extend support across diverse family structures.
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Healthcare Strength — Multiple PPO and HSA medical options include telemedicine and second-opinion services, alongside robust mental-health access through Spring Health with no‑cost therapy sessions. The breadth of medical and behavioral health resources is highlighted as a strength.
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Retirement Support — The 401(k) provides a competitive employer match each pay period, with an additional company retirement contribution after one year of service. Financial wellness tools and an employee stock purchase plan further bolster long‑term savings.
Fortive Insights
What We Do
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions. We are a diverse team 18,000 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. At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference. At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone. At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating. Fortive: For you, for us, for growth.
