# Technical Customer Support Remote from[Brazil](https://jobicy.com/job-region/brazil.md)Annual salary Undisclosed Salary information is not provided for this position. Check our [Salary Directory](https://jobicy.com/salaries.md) to estimate the average compensation for similar roles.Department [Technical Support](https://jobicy.com/categories/technical-support.md) Employment type Full Time, Job posted7 Jul 2026Apply before7 Aug 2026Experience level Midweight Views / Applies 27 / 1 [About company](https://jobicy.com/company/fortive.md) * Share About [Fortive](https://jobicy.com/company/fortive.md) Fortive is a diverse global team working together to innovate essential technologies for a safer, more productive world. [Industrial Automation](https://jobicy.com/company-category/industrial-automation.md) * 2016 Actively Hiring Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary This is an entry-level Product Support Specialist role based in São Paulo, Brazil, with a focus on providing first-line technical support to customers via multiple channels. The role involves diagnosing and resolving common product issues, managing tickets in ITSM/CRM systems, and contributing to knowledge bases. The ideal candidate has 0-2 years of customer support experience, strong communication skills, and a customer-first mindset. Fortive offers a collaborative team culture, opportunities for growth, and flexible work arrangements. The position is part of a global industrial technology company with a startup spirit, using the Fortive Business System. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight This role is entry-level with standardized procedures and low-complexity issues, making it relatively easy for someone with basic technical and communication skills. ### Salary Analysis Median Highly Competitive $50,000US Market $35k – 65k 0 $72k AI Insight The salary is not provided, but based on US market data for similar entry-level product support roles, the estimated median is $50,000. This is competitive for the role and location, given the entry-level requirements and the company's global footprint. ### Core Skills Required [Customer Support](https://jobicy.com/jobs?search_keywords=Customer+Support.md) [Technical Support](https://jobicy.com/jobs?search_keywords=Technical+Support.md) [Service Desk](https://jobicy.com/jobs?search_keywords=Service+Desk.md) [Troubleshooting](https://jobicy.com/jobs?search_keywords=Troubleshooting.md) [SLAs](https://jobicy.com/jobs?search_keywords=SLAs.md) [Ticketing Systems](https://jobicy.com/jobs?search_keywords=Ticketing+Systems.md) [SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md) [Product Support](https://jobicy.com/jobs?search_keywords=Product+Support.md) [CRM](https://jobicy.com/jobs?search_keywords=CRM.md) [Communication](https://jobicy.com/jobs?search_keywords=Communication.md) ### Cover Letter Sample Dear Hiring Manager, I am excited to apply for the Product Support Specialist I position at Fortive. With 1 year of experience in customer support and a strong passion for helping users succeed, I am confident in my ability to provide exceptional first-line technical support. My background includes troubleshooting web applications, managing tickets in Zendesk, and maintaining detailed documentation. I thrive in collaborative environments and am eager to contribute to your team's knowledge base and customer satisfaction efforts. I am particularly drawn to Fortive's commitment to innovation and inclusive culture. I look forward to the opportunity to grow my skills while delivering outstanding support. Thank you for your consideration. I would welcome the chance to discuss how my skills align with this role. Sincerely, [Your Name] Copy ### Sample Interview Questions How do you prioritize multiple support tickets when some are more urgent than others?I would first assess the severity and impact of each issue, following any predefined SLA guidelines. High-priority tickets (e.g., system down) would be addressed immediately, while lower-impact issues can be scheduled or delegated. I use categorization and a ticketing system to ensure no ticket is overlooked, and I communicate expected resolution times to customers.Can you describe a time when you resolved a technical issue for a frustrated customer?In my previous role, a customer was unable to log in due to a browser cache issue. I calmly guided them through clearing their cache and cookies, then tested the fix. I also provided tips to prevent future issues. The customer thanked me for my patience, and the issue was resolved within minutes.What experience do you have with ticketing systems like ServiceNow or Zendesk?I have used Zendesk in my previous role to log, categorize, and prioritize tickets. I am familiar with creating tickets, adding tags, and updating statuses. I also used the knowledge base feature to find solutions quickly. I am confident I can adapt to any new system.How would you handle a technical issue that you cannot resolve on your own?First, I would thoroughly document the issue, including steps taken and any error messages. Then, I would escalate it to the appropriate team (e.g., L2 support) following our procedures. I would also inform the customer of the escalation and expected timelines, ensuring they feel supported throughout the process.Why do you want to work at Fortive specifically?I am impressed by Fortive's commitment to innovation and its use of the Fortive Business System to drive continuous improvement. I also value the company's focus on employee growth and inclusive culture. I believe this role will allow me to develop my technical skills while contributing to a mission-driven organization. ## Product Support Specialist I ## Location São Paulo, Brazil (Hybrid or On-site, depending on business needs) ## Why You Should Join Us? Join a collaborative and customer-focused team dedicated to delivering exceptional product experiences. As a Product Support Specialist I, you’ll play a critical role in helping customers succeed by solving problems quickly and effectively. This is an excellent opportunity to grow your technical and customer support skills, build product expertise, and contribute to continuous improvement through knowledge sharing. We’re committed to creating an inclusive environment where everyone can learn, grow, and make an impact. ## What You’ll Do? * Act as the first point of contact for customers and internal users via phone, chat, email, and support portal * Diagnose and resolve common product issues using knowledge base articles, runbooks, and standard procedures * Collect and document key information (e.g., issue details, environment, impact, steps to reproduce) to ensure accurate case management * Log, categorize, prioritize, and manage tickets in ITSM/CRM systems (e.g., ServiceNow, Zendesk, Jira Service Management) * Meet established service level agreements (SLAs) for response and resolution on low- to medium-complexity cases * Escalate more complex or high-priority issues (P1/P2) following defined processes * Guide customers through workarounds, product features, and self-service resources * Contribute to improving internal knowledge bases by creating and updating articles * Monitor ticket queues and ensure timely follow-up through to resolution * Support customer satisfaction efforts by ensuring surveys are completed and feedback is captured ## What You Bring ## Must-Have Qualifications * 0–2 years of experience in customer support, service desk, or product support * Strong communication skills (written and verbal) with a customer-first mindset * Ability to troubleshoot basic technical issues (e.g., web applications, client software) * Familiarity with ticketing or helpdesk tools * Strong attention to detail and ability to document information clearly * Ability to manage multiple tasks and prioritize effectively ## Nice-to-Have * Experience supporting SaaS or software/hardware products * Exposure to tools such as ServiceNow, Zendesk, or Jira Service Management * Basic understanding of APIs, logs, or debugging processes * Experience working with remote support tools ## What You’ll Get? * Competitive salary and performance-based incentives * Opportunities for career growth into advanced support or technical roles * Ongoing training and development (technical skills, product knowledge, customer experience) * Flexible work arrangements (hybrid options where applicable) * Paid time off and holiday schedule * Inclusive, supportive team culture focused on learning and collaboration * Exposure to industry-leading tools and technologies ## How Success Is Measured * First Response Time (FRT) * First Contact Resolution (FCR) within L1 scope * SLA adherence (response and resolution targets) * Customer satisfaction (CSAT/NPS) * Quality and completeness of ticket documentation * Contributions to knowledge base and team learning ## #LI-NL1 ## #LI-Remote Fortive Corporation Overview Fortive’s essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care. We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact. At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference. At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone. At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating. Fortive: For you, for us, for growth. About Accruent Personal development and becoming the best you is all about growth and exploring new skills and opportunities – both in and out of the office. At Accruent, we call this Grow Without Limits, and we’re proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you. Accruent is a leading provider of solutions for unifying the built environment —spanning real estate, physical and digital assets, and the integrated technology systems that connect and control them. Accruent continues to set new expectations for how organizations can use data to transform how they manage their facilities and assets. With U.S. headquarters in Austin, Texas, Accruent serves over 5,000 customers in a wide range of industries in more than 100 countries worldwide. We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com. Show more [Apply now >](https://jobicy.com/jobs/148930-technical-customer-support.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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