Technical Support Specialist (America and EMEA)

At Humand, we empowers organizations to transform their internal communication, culture, and human resources processes all in one place.

Interested in being at the forefront of HR’s digital evolution? 🚀

We’re looking for a Technical Support Specialist to join our fast-growing team that will work with our customers based in America and Europe. You’ll be the frontline hero for our clients — resolving technical issues, improving support processes, and ensuring that users across the globe get the help they need, fast.

This is a high-impact, cross-functional role ideal for someone who thrives in fast-paced, collaborative environments and loves digging into the details to find the root of a problem.

➡️ Main Responsibilities

• Act as the first point of contact for technical issues via email, chat, and calls
  
• Deliver Level 1 and 2 support, resolving or escalating issues efficiently
• Collaborate with our R&D team to replicate bugs and recommend fixes
  
• Ensure SLA targets are met for response and resolution times
  
• Communicate with clients clearly, providing updates and guidance
  
• Maintain accurate documentation of technical issues and solutions
  
• Lead training sessions to empower clients with self-service skills
  
• Present weekly reports to clients and internal stakeholders
  
• Suggest improvements to make our support even better.
  
  

➡️ What we value

• 3 years of experience in technical support or customer service
• Intermediate knowledge of Python scripting – you can run, tweak, and adapt scripts to automate tasks
• Excellent communication in Portuguese and English (bonus points for Spanish)
• Strong SQL skills – you can write queries and analyze relational data
  
• Experience with API integrations and troubleshooting RESTful services
  
• Understanding of SSO, SAML, and OTP for secure access
  
• Familiarity with Redash or similar reporting tools
  
• Awareness of network security fundamentals (firewalls, VPNs, protocols)
  
• Comfortable with issue tracking tools like Jira or Zendesk
• Flexibility to attend calls in European working hours (GMT 3)
• Experience working with remote teams across time zones
• A methodical, empathetic problem solver with a high attention to detail

If you're passionate about technology, problem-solving, and want to be part of a fast-growing startup, we’d love to have you on board!

💡 Our mission is to empower people at work to make them happier and more successful.
🌟 Our purpose: Bring happiness to the world of work.

Read more about us at: humand.co 🌟