• Act as the primary escalation point for critical and high-impact customer issues • Lead and perform hands-on troubleshooting for complex break-fix scenarios involving: - SIEM pipelines, log ingestion, parsing, normalization - Network security, IDS/IPS, endpoint, and cloud telemetry - Performance, scalability, and data integrity issues • Participate directly in support ticket rotation, including on-call and weekend coverage • Drive root cause analysis (RCA) and ensure corrective and preventive actions are implemented • Engage directly with customers during Severity 1 / business-impacting incidents • Communicate clearly and confidently with security teams, architects, and leadership • Set expectations, provide status updates, and lead incident resolution calls • Translate technical findings into actionable customer guidance • Work closely with Engineering, Product, DevOps, and SOC teams • Advocate for supportability and operational readiness in new releases • Provide feedback from customer issues to influence product improvements • Assist with release validation, upgrades and complex customer deployments

• Analyzing, designing, implementing, and supporting business applications and systems • Elicit, analyze, communicate, and validate business/user requirements for processes, policies, and systems • Translate business needs/end-user requirements into functional specifications that describe what the system, process or product/service must do • Demonstrate ability to learn to configure supported systems to meet defined functional requirements • Assist in the execution of detailed system level application support and issue resolution • Formulates and defines system scope and objectives through research and fact-finding combined with an understanding of applicable systems and industry requirements • Recommends system usage improvements to enhance departmental workflow and efficiency • Serve as a liaison between business groups and IT Development to clarify requirements, review recommendations and answer questions • Identify/documents how applications and systems interact to support business processes • Verify through testing that changes made by programmers to one part of the application do not impact other parts • Create training documents and facilitate user training on new systems and/or process implementations

Bilingual Technical Support Engineer (must reside in Florianópolis) WHO WE ARE Duda, the premier website builder for web professionals, marketing agencies and Vertical SaaS companies, serves small businesses through partnerships with major tech and media giants like GoDaddy, TripAdvisor, and ZenBusiness. Duda is a profitable business; our platform has powered over 1 million websites, and we’re backed by $100 million investment from notable investors. A DAY IN THE LIFE Do you measure your success by the success of your customers? At Duda (www.duda.co), we are driven by our desire to empower our customers with the most innovative tools for creating, managing and cultivating the online presence of their SMB customers. We are looking for a Technical Support Engineer to join our team in Florianópolis. If you are passionate about using your technical skills to solve customer issues, have proven knowledge of HTML/CSS/Javascript and are looking to help build a world-class customer support team, then this is the perfect opportunity for you! WHAT YOU’LL DO - Respond to customer support inquiries via chat, phone and email promptly and accurately - Handle technical escalations and collaborate with peers to coordinate solutions - Promote Duda’s product features and assist customers in adopting Duda’s products for long-term success - Engage with customers to ensure all Duda functionalities and offerings are fully utilized - Advocate for customers needs and contributing to our growing knowledge base of articles and videos - Work cross-functionally with Sales, Product, QA, and Account Management teams to support Duda’s diverse customer base As part of our Customer Success team, you will also help drive product adoption, share best practices and implement growth and optimization strategies to drive maximum value and success with new and existing Duda customers. WHO YOU ARE - Advanced proficiency in written and spoken English is required - Knowledge of HTML/CSS/Javascript or other object-oriented languages as well as the use of API’s - Experience with CRM & Marketing tools, Google Analytics, Ads, and CWV is beneficial - A Strong technical curiosity and a drive to understand how things work - An Empathetic, customer-oriented mindset and confidence in solving customer inquiries effectively - 2+ years of experience providing exceptional customer support in a SaaS or technical software company Location & Work Model This is a remote-first role; however, candidates must reside in Florianópolis to align with our team collaboration needs and occasional in-person meetings. Application Instructions Please submit an English version of your resume when applying. Interviews will be conducted in English to align with our global communication standards. Why Duda? At Duda, we value creativity, innovation, and collaboration. You’ll have the opportunity to work with a dynamic, talented team, contributing directly to the success of our global support organization. We believe in empowering our people to achieve their best work and create exceptional customer experiences. Duda is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or any other personal characteristic. If you have a disability or special need that requires accommodation to navigate our careers site or to complete the application process, please contact accommodations@duda.co. Want to learn more about Duda? Check us out here!

• Utilize ITIL-based processes to efficiently manage and resolve incoming incidents, service requests, and demands, ensuring timely and accurate issue tracking. • Troubleshoot, analyze, and resolve hardware, software, and network issues, performing remote desktop repairs and minimizing escalations to Tier 3 support. • Provide user support and basic training for common applications, system procedures, and office productivity tools. • Collaborate with cross-functional IT teams—including network, systems engineering, and application development—to restore services and address complex problems. • Manage user accounts, access permissions, and perform special administrative tasks while maintaining clear documentation and adhering to security protocols.