Senior Customer Support Engineer

Role Summary

• We are hiring: Senior Customer Support Engineer
• Location: Lisbon
• Regime: Remote
• Hiring type: Full-time / Permanent

We are looking for a Senior Customer Support Engineer to join a fast-growing international technology company specializing in SaaS solutions for supply chain optimization and industrial operations.

This role will play a central role in delivering an excellent support experience to international customers, combining technical capability, customer orientation and continuous process improvement.

If you have experience in technical support, enjoy solving complex problems and are interested in working in a dynamic and technological environment, this opportunity is for you.

About Opportunity

As a Senior Customer Support Engineer, you will be responsible for tracking and resolving complex technical requests, ensuring clear, fast and solution-oriented communication.

You will collaborate closely with Product and Engineering teams, helping to identify patterns, recurrences and opportunities for improvement in the customer experience and the product itself.

You will also play an active role in evolving support processes, documentation, knowledge base and sharing best practice with more junior colleagues.

Responsibilities

• Manage complex customer requests and technical support cases;
• Provide high-quality support through different communication channels;
• Diagnose technical problems and collaborate with Product and Engineering teams;
• Identify recurring customer pain points and propose improvements;
• Support the optimization of processes, workflows and supporting documentation;
• Contribute to the creation and maintenance of the internal and external knowledge base;
• Analyze support trends and customer feedback to improve the product experience;
• Support more junior colleagues, sharing good practices and technical knowledge;
• Ensure fast, clear, reliable and customer-centric communication;

Contribute to the evolution of the support structure in an international growing company.

• What We Look For
• Minimum 4 years of experience in technical support, customer operations or similar SaaS environment;
• Strong technical ability to understand complex systems, integrations and workflows;
• Experience with support and ticketing tools, such as Zendesk, Jira or Salesforce;
• Excellent communication skills in English, level C1;
• Strong problem-solving and organizational skills;
• Autonomy in managing priorities in dynamic environments;
• Customer-first, proactive and solution-oriented mentality;
• Ability to collaborate with technical and non-technical teams;

Good ability to analyze and identify opportunities for improvement.

Requirements

It will be valued

• Experience with SaaS products;
• Knowledge of APIs, SQL, Python or databases;
• Familiarity with supply chain, aftersales, manufacturing or industrial environments;
• Experience in startups or companies in the scale-up phase;
• Experience in creating technical documentation or knowledge bases;

Ability to mentor and support less experienced colleagues.

Benefits

• Remote regime;
• Integration into a strong growing international technology company;
• Opportunity to directly impact the evolution of the Customer Support area;
• Collaborative, agile environment focused on continuous improvement;
• Structure with simple hierarchies and close communication;
• Regular feedback and professional development monitoring;
• Participation in team initiatives and events;
• Opportunity for growth in a SaaS context and international scale-up.
• Want to help international customers make the most of an innovative technology solution?
• Join us and help build a technical, efficient and truly customer-oriented support experience.
• Originally posted in Himalayas