Support Technician (Help Desk)

Campinas – SP

About Griaule

Griaule develops software for biometric identification. We work with cutting-edge technology to provide solutions for large-scale, highly complex biometric challenges.

Our environment is driven by high performance, and we expect our teams to achieve exceptional results. We have a welcoming atmosphere at our headquarters, with close relationships among colleagues, which makes internal communication easy and direct.

We seek the most brilliant professionals in the market and expect each one to have a highly proactive attitude, the ability to work in a team, and a constant focus on the best customer experience.

Griaule is growing rapidly, and we offer opportunities for our employees to grow along with us. Don't miss this chance!

The Challenge

Our service team works to provide the best experience for our clients. At Griaule, you will be working on large-scale projects whose responsibilities impact the lives of millions of people around the world. As a Support Technician, you will be the first point of contact with customers. Your role will focus on triaging tickets, offering solutions to common problems, guiding users through basic support procedures and escalating more complex issues to higher levels of service. You will work closely with our teams to ensure efficient communication and agile problem resolution.

Main Responsibilities

  • Receiving, registering and managing support calls;
  • Keeping the softphone application active during working hours, answering customer calls in real time;
  • Perform initial diagnosis of technical problems;
  • Provide clear instructions and solutions to customers;
  • Escalate unresolved problems to higher levels of support;
  • Create and update Knowledge Base articles, documenting recurring problems and their solutions;
  • Monitoring the progress of calls and ensuring timely responses;
  • Collaborate with the product and engineering teams to improve processes and documentation;
  • Generate service and performance reports.

Required Qualifications

  • Technical training in IT, Computer Science, Information Systems or related areas (or equivalent experience);
  • Previous experience with Linux or Unix systems;
  • Knowledge of relational databases (SQL);
  • Experience with Excel or Google Sheets;
  • Good verbal and written communication (ability to produce clear documentation);
  • Intermediate English (reading and writing).

Desired Qualifications and Experience

  • Previous experience with customer support or help desk;
  • Basic knowledge of networks and operating systems;
  • Basic knowledge of Windows and Linux;
  • Notions of scripting (Bash or Python);
  • Intermediate Spanish.

Benefits

  • Health insurance
  • Dental plan
  • Life insurance
  • Profit sharing
  • Flexible food and meal vouchers
  • Wellhub

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