About Us
Suger is a revenue platform that helps our customers grow on the fastest growing B2B sales channel: the cloud marketplaces of AWS, Azure, GCP, and Alibaba. Launched in 2022, we take the tech debt out of marketplace sales by providing an API-first approach to provide a last mile solution between their existing tech stack (e.g. CRM, metering solution, ERP) and the cloud marketplaces. In just 2 years, we’ve contracted with more than 200 company customers, ranging from early-stage startups to public companies.
We are expanding our remote Support team in Brazil to deliver world-class technical support and streamlined triage across time zones.
We are hiring Support Specialists who will manage the full ticketing process across Tier 1, Tier 2, and Tier 3 escalation. Your primary workflow will leverage Pylon (customer support ticketing) and ClickUp (engineering ticketing system).
You will be responsible for:
1. Receiving and triaging all inbound support requests in Pylon
2. Handling Tier 1 and Tier 2 troubleshooting
3. Creating, managing, and tracking Tier 3 tickets in ClickUp for Engineering
4. Partnering with Customer Success for high-impact or account-sensitive issues
This role is critical to ensuring operational excellence, fast response times, and outstanding customer communication.
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What You'll Do- Tier 1 — Frontline Support & Triage (via Pylon)
- Manage all inbound customer tickets in Pylon with accurate categorization, prioritization, and timely handling.
- Provide initial troubleshooting and clear, friendly responses to customers.
- Resolve common issues involving cloud marketplace setup, private offer workflows, CRM sync problems, billing discrepancies, usage reporting, access control, UI concerns, and configuration questions.
- Use predefined macros and workflows in Pylon to maintain consistency in responses and processes.
- Meet established SLAs for response times and ticket updates.
- Keep internal knowledge base documentation current and comprehensive.
- Tier 2 — Advanced Investigation & Root Cause Analysis
- Take ownership of technical issues escalated from Tier 1 that require deeper investigation.
- Reproduce issues in staging environments and gather all necessary details to understand the problem thoroughly.
- Troubleshoot complex API, webhook, integration, and metering issues to determine root causes.
- Identify potential bugs or systemic problems and document clear technical notes for Tier 3 escalation.
- Improve operational efficiency by flagging repeatable issues and updating documentation or workflows accordingly.
- Tier 3 — Escalation Path (Engineering & Customer Success)
- Escalate issues to Engineering when backend or product-level work is required and create complete Tier 3 tickets in ClickUp with clear steps, supporting evidence, and business impact.
- Maintain proactive follow-up with Engineering and validate fixes in staging before closing customer tickets.
- Communicate timelines, progress, and resolutions back to customers and Customer Success.
- Engage Customer Success when issues impact key accounts, revenue-sensitive workflows, marketplace go-live timelines, private offers, or co-sell opportunities.
- Provide concise impact summaries to CS and join customer calls when cross-team coordination is needed.
- Ensure smooth alignment across Support, Customer Success, and Engineering so customers receive a consistent experience.
What Success Looks Like- Fast, consistent response and resolution SLAs in Pylon
- High CSAT and positive customer feedback
- Clean and well-organized Pylon and ClickUp ticket hygiene
- Clear, reproducible Tier 3 tickets that accelerate engineering turnaround
- Reduced repeat issues via better documentation and automated workflows
- Strong cross-team communication with Customer Success and Engineering
What You'll Bring- 1–5 years in Technical Support or Support Operations.
- Strong English communication (written & verbal).
- Experience in remote-first environments.
- Demonstrated ability to troubleshoot SaaS, API, or integration issues.
- Familiarity with ticketing tools (Pylon preferred; Zendesk/Freshdesk/Fusion helpful).
- Ability to analyze logs, reproduce issues, and document clearly.
- Comfortable working with both technical and non-technical teams.
Nice-to-Have- Experience with Cloud Marketplaces (AWS, Azure, GCP)
- Knowledge of Salesforce or HubSpot
- Basic SQL or log-reading skills
- Previous B2B SaaS or startup experience
Why Join Us- Top-notch team - You'll work with other top-tier talent, who have built large-scale enterprise SaaS products at top companies like Google, Meta, Microsoft, Salesforce, Confluent, Intuit, and more.
- Competitive Brazil-aligned compensation
- Career paths into Senior Support, Technical Support Engineering, QA, CS Ops, or Product Operations
- Work with an innovative platform supporting global, fast-growing ISVs
- Flexible work environment with a strong team culture.
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