We are looking for an experienced Technical Support Engineer to join our team, working on a hybrid basis from our São Paulo office and from home. In this role you will be a key member of our Customer Support function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Troubleshooting, SQL and Zendesk to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 4 to 7 years of relevant experience and strong, practical knowledge of Troubleshooting, SQL and Zendesk. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Prism Analytics is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Technical Support Engineer at Prism Analytics, you will play a central role within our Customer Support function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Contribute to process and tooling improvements that make support faster and better.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Track account health and identify opportunities for expansion and advocacy.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
- Represent the team and the company professionally in internal and external interactions.
- Proactively flag dependencies and coordinate with other teams to keep work moving smoothly.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Build strong, trust-based relationships with internal and external stakeholders.
- Collaborate respectfully and effectively with colleagues across teams, functions, time zones and locations.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
- Identify opportunities for improvement and bring forward practical ideas to make our products, processes and ways of working better.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
- Contribute actively to a positive, inclusive, supportive and collaborative team culture.
- Uphold the company's values, policies, security requirements and standards of professional conduct in all activities.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Ensure your work meets agreed quality, compliance and security standards before it is considered complete.
- Support and step in for teammates when needed to help the team meet its shared goals.
What we're looking for
4-7 years of professional experience in a Technical Support Engineer or similar roleStrong working knowledge of Troubleshooting, SQL and Zendesk
Bachelor's degree in Computer Science
Excellent communication, problem-solving and teamwork skills
Benefits
At Prism Analytics, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- A home-office set-up allowance plus the laptop, equipment and tools you need to work comfortably and productively.
- Company-funded health insurance with access to a wide network of hospitals and clinics, plus an annual preventive health check-up.
- Free snacks, beverages and regular catered meals to keep you fuelled through the day.
- Access to telemedicine and online doctor consultations so you can get care quickly, wherever you are.
- Generous, fully paid parental leave for all new parents, supporting you through one of life's biggest moments.
- a generous annual leave allowance well above the statutory minimum, plus public holidays, because rest and time to recharge are essential to doing great, sustainable work.
- Wellness perks such as gym and fitness-membership support, plus wellbeing initiatives throughout the year.
- A supportive, inclusive and collaborative culture where your ideas are genuinely heard and your contribution truly matters.
- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- Flexible time-off arrangements and the trust to take the breaks you need, when you need them.
- Opportunities to attend, speak at and learn from industry events and conferences.
- Transparent communication, regular all-hands updates and direct, approachable access to leadership.
- A performance-linked annual bonus that meaningfully rewards both your individual contribution and the company's success.
- Generous referral bonuses for helping us find and hire other great people to join the team.
- Transparent, structured pay bands and clear criteria for progression, so you always know how to grow your earnings.
- A culture that actively encourages experimentation, stretch projects and learning from both wins and mistakes.
- Regular team lunches, celebrations, offsites and social events that make work more fun, human and connected.
- Regular recognition and appreciation for great work, both publicly and privately.
- Allowances and reimbursements for work-related expenses, handled quickly and without unnecessary bureaucracy.
- A results-focused environment that values outcomes and impact over hours logged at a desk.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- Full sponsorship for relevant professional certifications, memberships and qualifications.
- The chance to do meaningful, high-impact work alongside talented, friendly, humble and ambitious colleagues.
- A modern, well-equipped office in a convenient location, with snacks, great coffee and plenty of collaborative space.
Education
Bachelor's degree in Computer Science