The Role
The Technical Support Specialist will manage inbound support requests, troubleshoot technical issues, and escalate as needed, ensuring excellent customer communication and operational efficiency.
Summary Generated by Built In
About Us
Suger is a revenue platform that helps our customers grow on the fastest growing B2B sales channel: the cloud marketplaces of AWS, Azure, GCP, and Alibaba. Launched in 2022, we take the tech debt out of marketplace sales by providing an API-first approach to provide a last mile solution between their existing tech stack (e.g. CRM, metering solution, ERP) and the cloud marketplaces. In just 2 years, we’ve contracted with more than 200 company customers, ranging from early-stage startups to public companies.
We are expanding our remote Support team in Brazil to deliver world-class technical support and streamlined triage across time zones.
We are hiring Support Specialists who will manage the full ticketing process across Tier 1, Tier 2, and Tier 3 escalation. Your primary workflow will leverage Pylon (customer support ticketing) and ClickUp (engineering ticketing system).
You will be responsible for:
- Receiving and triaging all inbound support requests in Pylon
- Handling Tier 1 and Tier 2 troubleshooting
- Creating, managing, and tracking Tier 3 tickets in ClickUp for Engineering
- Partnering with Customer Success for high-impact or account-sensitive issues
This role is critical to ensuring operational excellence, fast response times, and outstanding customer communication.
What You'll Do
Tier 1 — Frontline Support & Triage (via Pylon)
- Manage all inbound customer tickets in Pylon, ensuring accurate categorization and prioritization.
- Provide initial troubleshooting and clear, friendly customer responses.
- Resolve common issues related to:
-- AWS/Azure/GCP Marketplace setup
-- Private offer creation workflows
-- CRM sync issues (Salesforce, HubSpot)
-- Billing, usage reporting, invoice discrepancies
-- Access control, UI issues, configuration questions
- Apply predefined macros and workflows within Pylon to maintain consistency.
- Ensure SLAs for response and updates are maintained across all tickets.
- Keep documentation up to date within internal knowledge bases.
Tier 2 — Advanced Investigation & Root Cause Analysis
- Take ownership of escalated technical issues unable to be resolved at Tier 1.
- Reproduce issues in staging environments and gather:
-- Logs
-- Payloads
-- Screenshots
-- Steps to reproduce
- Troubleshoot deeper API, webhook, integration, or metering issues.
- Identify potential bugs or systemic issues and prepare technical notes for Tier 3 escalation.
- Reduce friction by identifying repeatable issues and updating documentation or workflows as needed.
Tier 3 — Escalation Path (Engineering & Customer Success)
Escalation to Engineering (via ClickUp)
- Escalate to Engineering when issues require backend or product-level intervention.
- You will:
-- Create clear and complete Tier 3 tickets in ClickUp, including:
-- Severity level
-- Steps to reproduce
-- Logs, API requests/responses
-- Videos/screenshots
-- Business impact assessment
- Follow up proactively with Engineering to drive resolution.
- Validate fixes in staging and confirm issue resolution before closing the Pylon ticket.
- Communicate timelines and updates back to customers and Customer Success.
Escalation to Customer Success
- Loop in Customer Success when issues affect:
-- Key accounts or high-ARR customers
-- Private offers with deadlines
-- Co-sell opportunities
-- Marketplace listings waiting to go live
-- Revenue-sensitive workflows
- You will:
-- Provide CS with concise impact summaries and expected timelines.
-- Join customer-facing calls when an issue requires cross-team coordination.
-- Ensure alignment between Support → CS → Engineering so the customer gets a consistent experience.
What Success Looks Like
- Fast, consistent response and resolution SLAs in Pylon
- High CSAT and positive customer feedback
- Clean and well-organized Pylon and ClickUp ticket hygiene
- Clear, reproducible Tier 3 tickets that accelerate engineering turnaround
- Reduced repeat issues via better documentation and automated workflows
- Strong cross-team communication with Customer Success and Engineering
What You'll Bring
- 1–5 years in Technical Support or Support Operations.
- Strong English communication (written & verbal).
- Experience in remote-first environments.
- Demonstrated ability to troubleshoot SaaS, API, or integration issues.
- Familiarity with ticketing tools (Pylon preferred; Zendesk/Freshdesk/Fusion helpful).
- Ability to analyze logs, reproduce issues, and document clearly.
- Comfortable working with both technical and non-technical teams.
Nice-to-Have
- Experience with Cloud Marketplaces (AWS, Azure, GCP)
- Knowledge of Salesforce or HubSpot
- Basic SQL or log-reading skills
- Previous B2B SaaS or startup experience
Why Join Us
- Top-notch team - You'll work with other top-tier talent, who have built large-scale enterprise SaaS products at top companies like Google, Meta, Microsoft, Salesforce, Confluent, Intuit, and more.
- Competitive Brazil-aligned compensation
- Career paths into Senior Support, Technical Support Engineering, QA, CS Ops, or Product Operations
- Work with an innovative platform supporting global, fast-growing ISVs
- Flexible work environment with a strong team culture.
Top Skills
Clickup
Hubspot
Pylon
Salesforce
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The Company
What We Do
Suger is a revenue platform to list, transact and co-sell on cloud marketplaces (AWS, Azure, GCP, and Alibaba Cloud).
