• 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.

• Quickly learn and understand the company’s Next.js, React, Node.js, and Supabase codebase. • Investigate customer-reported issues and reproduce bugs within the application. • Use Cursor or similar AI-powered development tools to trace errors and identify root causes. • Debug front-end and back-end systems, including APIs, databases, and application logic. • Implement maintainable fixes using TypeScript across the application stack. • Improve edge-case handling, reliability, and overall application performance. • Draft clear and professional customer emails explaining issues, resolutions, and next steps. • Provide calm and empathetic support during high-pressure customer situations. • Collaborate with product, QA, and engineering teams to prioritize and resolve issues. • Assist with patch releases and ongoing platform improvements. • Update internal documentation, runbooks, and knowledge base articles to improve future support processes.