Customer Support Specialist (L3)

Location: Brazil (100% Remote or Hybrid for Serra Gaúcha Residents)

Compensation Currency: Brazilian Real (R$)

Contract: Permanent Full Time (CLT) - 42h/week (Availability to work from 9am to 6pm)

PLEASE ATTACH YOUR CV IN ENGLISH

People with disabilities are welcome at Cyncly!

About us

Cyncly is a leading global provider of specialized visualization, sales, manufacturing and content software and solutions for the retail, design and manufacturing industries.

Cyncly was created to unite Compusoft, 2020 Technologies and their affiliate companies after their merger in 2021. The Company brings together more than 35 years of industry experience to provide a connected platform of configure, price, quote (CPQ) software, online space planning, computer-aided design (CAD) applications, business process management, manufacturing execution systems and enterprise resource planning (ERP). Cyncly serves more than 70,000 customers across 100 countries, with operations in North America, Europe, South America, Asia Pacific, and Africa.

At Cyncly, we are committed to fostering an increasingly diverse and inclusive environment where all voices are valued and celebrated. We prioritize representation from minority groups. We recognize that our unique approach and success stem from the wealth of perspectives brought by our diverse teams.

About the role

The L3 Customer Support Specialist serves as the highest escalation point within the support team for resolving complex issues, hosting environments, databases and systems integration. This role focuses less on direct customer interaction via phone and more on deep investigation, cross-functional collaboration, and providing solutions for advances, technical, and system-level problems.

The ideal candidate is highly analytical, customer-focused, and confident navigating between software functionality, backend systems, and infrastructure-related troubleshooting. This role is also a vital bridge between Customer Support, Development, and Product Management to ensure escalated customer issues are resolved efficiently and root causes are addressed.

Key responsibilities

• Investigate and resolve complex support cases escalated from L2 teams, particularly those involving:
  • ERP functionality and configuration
  • SQL/database-level issues
  • Hosted/server environments and networking
  • System integrations and data inconsistencies

• Act as a technical liaison between customers, support, and development teams.

• Collaborate closely with Development and Product teams to clarify root causes, define bugs, and participate in solution delivery.

• Reproduce complex issues in test environments and provide detailed documentation for resolution.

• Provide guidance on data extraction, analysis, and minor scripting or query work (SQL).

• Review system logs, server traces, error messages, and other diagnostic data.

• Assist in creating and improving internal knowledgebase content, troubleshooting playbooks, and root cause analysis reports.

• Participate in UAT, pilot programs, and new feature validations for ERP-related releases.

• Contribute to post-mortem reviews and long-term support strategy improvements.

• Mentor and guide L2 specialists in developing deeper investigative and technical skills.

Requirements

• Complete or ongoing higher education in IT or Exact Sciences (Mathematics, Accounting, Engineering or related fields).

• Solid experience in a technical customer support or application support role.

• Strong knowledge of ERP platforms and underlying workflows (finance, order management, inventory, etc.).

• Proven experience working with SQL databases.

• Solid understanding of server environments, network protocols, and hosted application architectures.

• Experience working with CRM/ticketing systems such as Zendesk, Salesforce or Jira.

• Exposure to cloud hosting platforms and remote desktop tools.

• Experience translating customer needs into clear documentation for development.

• Advanced English (C1+).

Skills and competencies

• Strong troubleshooting and analytical thinking skills.

• Excellent written communication and technical documentation skills.

• Proactive, organized and customer-focused profile.

• Team-oriented approach.

• High attention to detail and investigation skills.

• Self-motivated and able to work autonomously.

What we can offer you at Cyncly

• National Medical Health Plan (Unimed);

• National Dental Assistance (Unimed);

• Maternity & Paternity extension leave;

• Life Insurance;

• Meal/ Restaurant allowance (Alelo Tudo);

• Home office allowance (if applicable);

• Education Platforms and training funding;

• Gympass, Zenklub (Health app) and Guapeco (Pet Plan);

• Annual Profit Sharing Program;

• Education allowance;

• DayOff as a birthday gift;

• Agreement with pharmacies, restaurants and theaters.

Working for us

We are a dynamic and innovative company that still holds onto our founding ethos of collaboration, openness, and commitment to excellence. We have big ambitions, and we are moving fast to reach them through our biggest asset – our people.

You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees.

Our teams recognize that all people come with a wealth of experience and talent beyond just the technical requirements of the position. Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage candidates from all backgrounds to apply to our roles.

Come and join an international and motivated team in a growing technology company.