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Suporte Técnico para Ferramentas SaaS (Remoto)

April 25, 2026

Job Summary

Progressive Technology is seeking a dedicated and skilled Technical Support Specialist to join our remote team. In this role, you will be the primary point of contact for customers using our SaaS (Software as a Service) tools, providing exceptional technical support and ensuring customer satisfaction. You will troubleshoot issues, guide users through technical challenges, and collaborate with cross-functional teams to enhance product performance. This is an excellent opportunity to work in a fast-growing tech environment, helping clients optimize their use of cutting-edge SaaS solutions.

Key Responsibilities

Provide timely and effective technical support to customers via chat, email, and phone regarding SaaS tools.
Diagnose and resolve software issues, bugs, and configuration problems reported by users.
Guide customers through installation, setup, and usage processes to maximize product utility.
Escalate complex technical issues to product development or engineering teams while maintaining communication with the customer.
Document all customer interactions, technical issues, and solutions accurately in the support ticketing system.
Collaborate with product teams to provide customer feedback for continuous product improvement.
Maintain up-to-date knowledge of product features, updates, and industry best practices.
Assist in creating and updating user manuals, FAQs, and support documentation.
Participate in training sessions and contribute to improving support processes and workflows.

Required Skills and Qualifications

Bachelors degree in Information Technology, Computer Science, or related field preferred.
Proven experience (2+ years) in technical support roles, preferably supporting SaaS or cloud-based software.
Strong understanding of SaaS architecture, cloud technologies, and web-based applications.
Proficient in troubleshooting technical issues related to software applications, integrations, and APIs.
Excellent communication skills—both written and verbal—with the ability to explain technical concepts clearly to non-technical users.
Familiarity with support ticketing systems (e.g., Zendesk, Freshdesk) and CRM software.
Ability to work independently in a remote environment while managing time and priorities effectively.
Strong problem-solving skills and attention to detail.
Customer-centric mindset with a focus on delivering exceptional service.

Experience

Minimum 2 years of experience in technical support or customer service for SaaS products or IT services.
Experience with SaaS tools such as Salesforce, HubSpot, Microsoft 365, or similar is highly desirable.
Prior remote work experience is a plus.

Working Hours

Full-time position (40 hours per week).
Flexible working hours within standard business operating times to accommodate global customers.
Availability to occasionally work outside standard hours based on customer needs and support schedules.

Knowledge, Skills, and Abilities

Deep technical knowledge of SaaS platforms and cloud infrastructure.
Strong analytical and diagnostic skills.
Ability to remain calm and professional under pressure.
Excellent interpersonal skills to build rapport with customers and internal teams.
Adaptability to evolving technologies and work processes.
Competence with common office tools (Microsoft Office, Google Workspace).

Benefits

Competitive salary with performance-based incentives.
Fully remote work opportunity with flexible scheduling.
Health insurance and wellness benefits.
Professional development and continuous training programs.
Collaborative and supportive work environment.
Access to cutting-edge SaaS tools and technologies.
Paid time off and holiday leave.

Why Join Progressive Technology?

At Progressive Technology, we are committed to innovation, customer success, and employee growth. Joining our team means working alongside passionate professionals in a dynamic, fast-paced industry that values creativity and problem-solving. We offer the flexibility of remote work combined with comprehensive benefits and opportunities to grow your technical skills and career. If you want to be part of a company that empowers its employees and customers alike, Progressive Technology is the place for you.

How to Apply

Interested candidates are invited to submit their updated resume and a cover letter outlining their relevant experience and motivation for applying us with the subject line: Technical Support Specialist Application.

Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for an interview.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...