Client Technical Support Engineer - São Paulo, Brazil

Internal Job Title: Client Technical Support Engineer Type of Employment: Full Time Desired No. of Hours per Week: 40 Job Level: Mid-Senior Level Who We Are Our client is a fast-growing, VC-backed startup based in San Francisco, revolutionizing access control systems for modern buildings. Their award-winning platform replaces traditional key card systems with a seamless, touchless entry experience that integrates access control and video intercom. Utilizing facial recognition, mobile access, and PIN-based unlock, they enhance security and convenience for residential and commercial properties. Who You Are We seek a motivated, self-driven Client Technical Support Engineer with 1–3 years of customer support experience. This role requires working remotely from São Paulo, Brazil, aligned with Eastern Time Zone hours. You must be patient, customer-focused, technically proficient, and an excellent communicator. What You’ll Do Act as the primary contact for Installers, Admins, and Users needing support during EST and Central time zones. Respond promptly to support requests to meet client Service Level Agreements (SLAs). Create and maintain policies, procedures, training manuals, and support resources. Advocate for customers and identify opportunities to improve the client experience continuously. Track and report trends in client requests and product performance to Product, Engineering, and Partnerships teams to drive enhancements. Collaborate with operations and support teams to monitor and analyze trends. Build strong relationships with accounts to ensure success and generate referrals and case studies. What We’re Looking For 1–3 years of client support experience in a technical environment. Strong problem-solving skills and technical aptitude. Excellent verbal and written communication skills in English. Ability to work remotely aligned with EST hours. Customer-oriented mindset with a passion for delivering exceptional service.