Technical Support Engineer

Company Description:Who we are...At Trustonic, we make smartphones affordable for the many, enabling global access to devices and digital finance through the world’s most secure smartphone locking technology. We partner with mobile carriers, retailers, and financiers across 30+ countries, powering device financing solutions that drive economic inclusion, profitability, and growth.We pride ourselves on living by the Trustonic culture code, a blueprint for our journey that recognises that great working environments don’t guarantee success, but bad ones almost always ensure failure.Working here, you’ll find a company that celebrates its diversity and is looking to do the right thing: for each other, the community and the planet. We believe in equal opportunities and take to heart the old African proverb ’If you only want to go fast, go alone. If you want to go far, go together’.We work flexibly when and where we’re at our best, but regardless of how you choose to work, we’ll make sure you feel like one of the team.Click here if you would like to find out more about Trustonic's culture code.If you would like to work in a fast-moving global technology company, with great ambition, then we’d love to hear from you!Job Description:A bit about the team and what you'll deliver...We’re looking for a passionate, customer-focused Technical Support Engineer to join our team in Brazil and play a key role in delivering world-class technical support. As a Technical Support Engineer, you’ll be at the heart of our global product organisation — solving complex technical challenges and ensuring our customers have an exceptional experience with Trustonic products. You’ll collaborate across engineering, product, and support teams, contribute to product quality, and help shape the knowledge and processes that power our customer success.As a Technical Support Engineer you will:Resolve complex technical issues across production and non-production environmentsOwn and troubleshoot customer cases from a global support queueProvide clear, timely updates and proactively manage customer expectationsCollaborate cross-functionally to deliver high-quality, seamless customer experiencesApply Knowledge-Centred Support (KCS) methodology to document solutionsAuthor, publish, and continuously improve knowledge base articlesCommunicate complex technical concepts clearly to both technical and non-technical stakeholdersParticipate in product testing, including new releasesContribute to improving customer-facing documentation (Wiki & Zendesk)Effectively manage workload and priorities in alignment with team objectivesContinuously expand your expertise across the Trustonic SaaS platformWhat you bring...Experience & BackgroundDemonstrable years of relevant technical support experienceExperience with support tools such as JIRA and Zendesk preferredFluent English (written and spoken) — able to explain complex technical topics clearlyTechnical SkillsSQL databasesLinux (SSH keys & certificates)GitAPIsBasic scripting (BASH or Python)Working knowledge of AWSExposure to mobile technologies (highly advantageous)What make you, you...Adaptable – open to change and continuously improving processesAction-oriented – take ownership, meet commitments, and drive resultsOrganised & decisive – prioritise effectively and manage workload confidentlyTechnically confident – solid understanding of your domain and responsibilitiesGrowth-focused – proactive about learning and receptive to feedbackA clear communicator – able to influence, facilitate, and align teamsCollaborative – foster positive teamwork and knowledge sharingEthical & accountable – act with integrity and uphold our cultureQualifications:Engineering degree, or relevant experienceAdditional Information:What we can provide you in return for your investment...Competitive compensationA base salary that reflects your expertise and impact.Bonus scheme to share in our success.Flexibility & work-life balanceRemote working arrangements to support your lifestyle.An open holiday policy with no upper limit—take the time you need, when you need it.Support for volunteering and causes that matter to you.Growth & developmentOpportunities for professional development and career progression.Exposure and interaction with global teams.Inclusive, supportive cultureA commitment to diversity, equity, and inclusion.A collaborative environment where your voice is valued and your wellbeing is prioritised.Impact & purposeThe chance to work on technology that drives global economic inclusion and makes a real difference in people’s lives.#LI-RemoteTrustonic is an equal opportunity employer.  We do not discriminate on any grounds. We empower, engage, enable and value differences between people, including; different races, ethnicities, genders, ages, religions, disabilities and sexual orientations, with differences in education, backgrounds, skill sets, experiences and knowledge.

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