• Own the full lifecycle of issues: triage, diagnose, fix, and prevent high impact problems across the product. Roughly half your time is reactive (the escalation queue), half is proactive (stopping the next ticket before it's raised) • Build internal tooling that makes other teams self sufficient, especially our Technical Success team (part of R&D, there to resolve technical complexity on behalf of every customer facing team). The goal: they get what they need without waiting on engineering. Bulk operations, config changes, diagnostics, automation of anything manual and painful • Build a world-class feedback mechanism back to the product squads. You'll proactively and visibly feed what you're seeing (product pain, recurring issues, what users are actually reporting) back to roadmap teams and PMs, so it's reliably ingested and the same problems stop coming back • Make the application meaningfully faster and more performant: instrumentation, logging, monitoring, and hands on performance work. (This matters even more right now as we scale our infrastructure function) • Dent the backlog: fixing root causes, not symptoms, and removing repeat issues so net throughput keeps improving cycle over cycle • Reach for AI to make all of the above faster and better: embedding AI into the triage and feedback loop, automating toil, and unlocking the context buried in eight years of codebase and docs • Work a light weekday escalation rotation, and shipping to production independently within your first year • The scope of this team is growing fast: as the tooling gets easier to build, what we can take on keeps expanding. There's a lot of room here for someone who wants it

• Be the senior technical point of contact for enterprise customers, owning the hardest issues end-to-end and responding with clarity and speed. • Deeply use and know the product: Crews, Flows, the Control Plane well enough to resolve the majority of issues without escalating, and to spot bugs customers haven't even reported. • Reproduce, diagnose, and triage technical issues: read logs and traces, isolate root cause, and resolve directly where possible. • Own clean handoffs to engineering: when something must escalate, file a well-defined ticket with reproduction steps, context, and severity. Keep the handoff between the support and engineering systems coherent so engineers aren't re-reading threads to figure out what's being asked. • Define and own support SLAs, severity levels, and escalation paths so the loudest customer doesn't automatically become the highest priority — and continuously improve them. • Build and maintain the knowledge base, FAQs, and troubleshooting docs, and improve product docs where they make false assumptions about customer setup. • Set up structured customer onboarding so new enterprise users get to value quickly. • Close the loop: synthesize recurring issues and feedback into clear signal for product and engineering, and help set the direction support takes as it grows.

• Collaborate with the Payments Senior Product Manager to shape, challenge and deliver a strategic product roadmap aligned with company goals • Define problems and hypotheses based on customer needs and feedback, ensuring alignment with the product strategy. • Work with Engineering and Product Design to identify assumptions, risks and validate feasibility of potential solutions • Support the Payments Senior Product Manager in planning and coordinating the delivery of product development, through iterative sprint cycles and regular team ceremonies • Decompose high-level product initiatives into detailed user stories, functional specifications and acceptance criteria • Define detailed business rules, data validations, and error-handling scenarios to ensure robust technical solutions • Document current and future-state workflows using data flow diagrams, sequence diagrams, and system schemas to guide the engineering team • Collaborate with security and compliance stakeholders to ensure product requirements meet data protection regulations and payment security frameworks (e.g. PCI compliance) • Proactively identify, track and manage technical cross-team dependencies that could impact the product roadmap • Use data-driven iteration and testing to measure impact and inform adjustments. • Act as the primary technical point of contact for the 2nd Line Support team, reviewing and triaging escalated bugs, system behaviour queries and high-priority customer issues. • Partner with the Payments Senior Product Manager to prioritise support work, ensuring the resolution of bugs, maintenance and technical debt is balanced against strategic roadmap delivery. • Champion a user-centric approach using feedback, metrics, and research to inform product decisions. • Proactively communicate with stakeholders on milestones, progress, and adjustments to your plans. • Foster collaboration, communication, and a culture of shared learning within the team and across departments.

Role Description As a Technical Support Specialist (GIS Analyst) , you’ll become an expert in cutting-edge technology...our drone flight and 3D data platform! We are serious about providing a top-notch customer experience through continuous learning, knowledge-sharing, and deep customer empathy. You will collaborate with both your fellow Support folks around the world and cross-functional teams to resolve customer issues and help improve our products! - Use your drone flight and GIS knowledge to help our customers resolve any issues they may have when using our products to fly their drones, capture ground-based imagery with their 360 camera, or process and analyze collected data. - Rapidly and accurately resolve customer tickets via email, chat, and phone-based support in Zendesk. - Look for ways to improve processes and tools to help us scale our global support team. - Continue growing and refining our knowledge base by contributing to both internal and external documentation. - Use your active listening, customer empathy, and de-escalation skills to maintain and grow customer relationships. - Advocate for our customers by collaborating directly with Engineering, Product Management, and our UX team on customer pain points or other product improvements. Qualifications - Fluency in English and Portuguese (written and spoken), with the ability to clearly explain technical concepts in a simple, user-friendly way. - A bachelor’s degree or higher in Geographic Information Systems (GIS), Geomatics, or a related field, with a strong interest in geospatial technologies. - Strong problem-solving and troubleshooting skills, with the ability to recognize patterns that may indicate deeper technical issues. - Excellent time management and prioritization skills, allowing you to manage multiple tasks effectively in a fast-paced environment. - A customer-first mindset with deep empathy and a genuine desire to help others, even in challenging situations. - Clear and effective written and verbal communication skills, including the ability to document processes and share knowledge with internal teams. - Curiosity and a continuous learning mindset, with a strong desire to expand technical knowledge and skill sets. Requirements - Email only support. - Contractor position. - Training Schedule: Monday-Friday, 9:00 am - 6:00 pm, Saturday and Sunday off. - Work Schedule: Monday-Friday, 8:00 am - 5:00 pm, Weekends off. - Remote work location: Brazil. - Expected Start Date: ASAP. Benefits - Remote working arrangement. - Be part of a people-first, values-driven organization. - Work with innovative global partners and diverse teams. - Competitive base salary. - Generous paid time off. - Comprehensive benefits package including medical, dental, and vision options. - Training opportunities provided by Crescendo and outside entities. - 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development.