The role

At GpsGate, you’ll join a growing team full of energy and collaboration. We emphasize knowledge-sharing and teamwork, so you’ll work closely with talented colleagues across departments. Our customer solution engineers partner with sales teams and customers to deliver technical excellence and long-term success. You’ll solve complex challenges, design customer-specific solutions, and act as a key technical contact in both project and support phases.

As part of your role, you’ll also provide Level 2 and Level 3 support—investigating, troubleshooting, and resolving advanced issues. You’ll help capture system or platform changes and ensure that our support guides and internal documentation stay up to date.

What you'll do

• Help customers with their questions and technical issues
• Handle Level 2 and Level 3 support cases, ensuring high-quality investigation and resolution
• Document new findings and system updates to keep our knowledge base and support guides current
• Work with customers to understand their needs and design tailored solutions
• Build, test, and roll out solutions on GpsGate together with customers
• Be the expert on designing reports and writing scripts using specialized business rules
• Train and assist customers via phone, video calls, and workshops
• Develop and maintain relationships with our larger customers from onboarding to long-term support
• Act as your customers’ voice and advocate for their needs with internal teams

Who you are

You’re passionate about helping customers succeed and take pride in delivering robust, elegant solutions. You thrive in a fast-paced environment, enjoy teamwork, and love solving technical puzzles. You’re also comfortable working across departments—bridging customers, support, and development teams.

You have:

• A solution-oriented mindset with empathy for the customer
• Experience in a customer-facing technical or engineering role
• Strong communication skills and an ability to work with customers from diverse cultures and nationalities
• A collaborative attitude and ability to work with sales, developers, and support teams
• A passion for learning, technology, and customer success

Requirements

• Experience handling support tickets, including Level 2/3 investigations and escalations
• Ability to capture system or product changes and update internal documentation
• Comfortable creating scripts and reports using JavaScript and SQL
• Solid understanding of servers, operating systems, networking, and mobile communication
• Fluency in both written and spoken English (Portuguese or Spanish is a plus!)