Senior Technical Customer Support (411)
Remote
# – CZ /
Full-time /
Remote
Ubiminds is a GPTW-certified company that connects American and Canadian companies with top Latin American talent. We support our clients in augmenting their teams in software engineering, design, and product management.
About our client:
This company provides cloud cost intelligence, helping engineering teams optimize spending and drive financial efficiency. Their mission is to empower organizations with clear financial insights to drive smarter cloud investments. They value a culture of transparency, data-driven decision-making, and cost-conscious engineering. The team specializes in real-time cost monitoring and DevOps collaboration, working with AWS, Kubernetes, and Terraform, ensuring scalable cloud-native solutions.
Want to get to the next step in your international career?
We can support you!
Ubiminds is a GPTW-certified, people-first company that partners with American software product companies to scale their development footprint. Ubi custom-curates Brazilian top 5% talent for their LATAM strategy, offering a unique combo of staff augmentation and employer-of-record services.
One of our clients is a SaaS platform at the intersection of next-generation cloud cost management and FinOps.
The company ingests billing and usage data from all cloud, SaaS, and PaaS providers, organizes it in real-time according to customers’ business structures, and lets them view it at any level of time or resource granularity. Ultimately, this empowers them to make more informed business decisions.
Apply now! This is a unique opportunity for you to not only accelerate your international career but also work in a groundbreaking company.
Challenge
Ubiminds is seeking a skilled Senior Technical Customer Support Representative to be a founding member of our Customer Support Organization. The ideal candidate will possess 4+ years of experience in technical
support, with a strong background in cloud technologies- particularly AWS and Kubernetes. This role requires excellent analytical and problem-solving skills, along with the ability to communicate technical concepts effectively to both technical and non-technical stakeholders.
What you'll do:
- Serve as a primary technical resource for customer-reported issues across the CloudZero product suite, including integrations with AWS, GCP, Azure, MongoDB, and Datadog
- Become a product and industry expert in cloud cost sources (AWS, GCP, Azure, MongoDB, Datadog, etc..) and the FinOps/cloud cost management space
- Maintain an orderly support queue, prioritizing urgent issues, managing SLA adherence, and coaching peers on effective queue management
- Reproduce, document, and escalate bugs in collaboration with Product and Engineering teams
- Drive customer communication and internal coordination during major incidents, collaborating with Engineering, Customer Success, and other stakeholders to ensure timely updates and successful resolution
- Collaborate cross-functionally with Product, Engineering, and Customer Success teams to advocate for customer needs and improve the product experience
- Drive departmental projects that contribute to team, department, and company goals
- Mentor and coach team members through peer training, formal sessions, and on-the-job support
In order to succeed in this position, you will need:
Mandatory skills
- Advanced/fluent English skills – Excellent written and verbal communication skills
- 4+ years of experience in a senior technical support or support engineering role for a B2B SaaS product
- Hands-on experience supporting cloud services, particularly AWS; familiarity with GCP and Azure is a plus
- Proficiency with support tooling including: browser developer tools, application logs, and application performance management tools like Datadog or New Relic
- Proficiency querying relational databases (e.g., SQL) for troubleshooting and analysis
- Experience troubleshooting API calls and scripts, especially in Python
- Excellent written and verbal communication skills with the ability to explain complex technical topics to diverse audiences
- Strong problem-solving skills with attention to detail and the ability to manage multiple priorities
Perks and Benefits
As a Senior Technical Customer Support at @Ubiminds, you:
• Are placed in a product-based company, with the same treatment as their full-time employees.
• Have our full back-office support, from career guidance to HR and concierge services.
• Enjoy our remote-first policy – we are a distributed team, after all.
• Get your own MacBook (none of that "bring your own device" stuff here).
• Have access to growth opportunities with other amazing technology professionals, through tech talks, chapter meetings, and even remote happy hours for tons of fun!
• Improve your English through free lessons with a native English speaker - get to the next level on your communication skills!
• Candidate Referral bonus (promote Ubi to your tech friends, and get paid for it!)
• Miss working in the office? Our cool Florianópolis headquarters is available whenever you want, with weekly quick massages & tasty snacks, soft drinks, and games
How our process works
• An initial general, quick chat with a Tech Recruiter
• Interview with Tech Recruiter (specific chat about the job opening)
• Client process (this may vary)
• Offer
How our process works
1. Interview with Tech Recruiter (chat about the job opening and your experiences)
2. Client process (this may vary)
3. Offer (yay!)
About Ubiminds'culture
People First | We are all about people!
Challenge yourself | There’s always room for improvement and continuous improvement is in our essence.
Make it happen | Be ready to take challenges as they come. It’s all about attitude and commitment.
We’re in this together | We work as a team, thrive as a team, and evolve as a team.
Averaging on awesome | We work hard to deliver high-quality services and look forward to exceeding expectations.
Keep it real | We promise you honesty, transparency, and openness, regardless of the situation.
Perks and Benefits
At Ubiminds, you:
- Are placed in an international company, with the same treatment as their full-time employees.
- Have our full back-office support, from career guidance to HR and concierge services.
- Enjoy our remote-first policy – we are a distributed team, after all.
- Get your own MacBook (none of that "bring your own device" stuff here).
- Have access to growth opportunities with other amazing technology professionals, through tech talks, chapter meetings, and even remote happy hours for tons of fun!
- Improve your English through free lessons with a native English speaker - get to the next level on your communication skills!
- Candidate Referral bonus (promote Ubi to your tech friends, and get paid for it!)
- Miss working in the office? Our cool Florianópolis headquarters is available, whenever you want, with weekly quick massages & tasty snacks, soft drinks, and games.
