IT Colleague Support Engineer

At PPRO, we simplify access to local payments - providing a local payments platform that empowers giants like PayPal, Stripe, and Microsoft to connect with billions of consumers worldwide. We are on an ambitious, fast-paced mission to 3x our growth by 2028 - and we’re just getting started.

Our magic lies in our team of proud payments nerds. Spanning over 50 nationalities across 10+ global locations, our diverse cultures aren't a checklist; they are the competitive advantage driving our innovation. This is a people-first, high trust environment where you’ll have the autonomy to make a massive impact, own your work end-to-end, and grow through broad exposure, meaningful challenges, and continuous learning. We get things done, challenge respectfully, put the customer first, and recognise that our biggest successes are those we create as a team. If you’re ready to leave your footprint on global commerce, join us.

The Purpose:

PPRO’s Digital Workplace team strives to enable every employee to do their best work. We aim to provide a delightful, innovative, and secure IT experience. Our Colleague Support Engineers are at the forefront of that effort, assisting our colleagues with their IT needs, challenges, and issues throughout their journey with PPRO. We treat every colleague as a customer and aim for an exceptional experience every time they ask us for help.

In our vibrant São Paulo office, you'll be one of two IT ambassadors on the ground, working alongside another Colleague IT Support Engineer. From resolving critical login issues to optimising office connectivity for the whole team, you'll be the trusted expert your colleagues rely on every day.

In addition to owning end-to-end first and second line support locally, you'll support colleagues across the whole business and in every PPRO office. You'll work closely with our support teams in Chicago, Cordoba, Mexico City, London, Munich, and Berlin to drive consistent, high-quality standards across all PPRO locations. You'll play a key role in fostering a supportive, solution-driven workplace culture.

Your impact in this role:

• Deliver exceptional first and second line IT support to colleagues across the whole business and every PPRO office, while collaborating on global support initiatives

• Give every colleague an exceptional customer experience, keeping each interaction clear, friendly, and helpful, and using feedback to keep improving the service

• Together with your fellow Colleague IT Support Engineer, be the main IT contact for everyone in our São Paulo office, fixing issues quickly so colleagues can get on with their work

• Administer access management via Okta and Terraform to ensure secure, seamless employee onboarding and daily operations

• Manage the full macOS and Windows device lifecycle, ensuring endpoints are secure, up to date, and performing optimally

• Drive innovation by introducing modern AI productivity tools, such as Claude, to help team members optimise daily workflows

• Champion the IT employee lifecycle, driving memorable onboarding experiences for new starters and smooth offboardings

• Optimise office network connectivity and audiovisual hardware across meeting rooms and workstations to enable effortless collaboration

• Author and refine knowledge base documentation, encouraging self-service problem solving across the organisation

• Partner with vendor networks to streamline local hardware procurement, software licensing, and repair management

• Prior experience in AI enablement, from rolling out AI tools to colleagues to finding practical ways AI can improve their daily work

What would make you a great fit:

• Proven track record in IT support, with equivalent practical experience or a relevant degree

• 3+ years of experience resolving complex technical issues in dynamic environments

• Ability to work in our São Paulo office five days a week (must be based in Brazil with the right to work there)

• Very strong spoken and written English, as you'll support colleagues across all our offices

• Fluent Portuguese

• Solid background supporting enterprise macOS and Windows operating systems

• Familiarity with enterprise platforms such as Okta, Google Workspace, Intune, Jira, or Workspace ONE

• Experience managing IT support ticketing systems, such as Jira Service Management

Nice to have:

• Prior experience in customer-centric roles or technical support desks

• Experience with M365 and Dynamics

What's in it for you?

• Holiday: 30-day holiday allowance per year.

• Learning and Development - We offer a 3,000 BRL annual budget to support your professional growth—because investing in your development benefits us all. In addition, we provide leadership cafés, on-the-job training, and other opportunities to help you grow your skills and thrive in your role.

• Insurance - Because better safe than sorry - we want our employees to benefit from various insurances including life insurance, health insurance + dental plan and travel insurance.

• Meal vouchers - BRL 54/ day - Enjoy a moment of conviviality and a good and balanced meal thanks to your meal vouchers. You will also have the choice between meal allowance, supermarket voucher or both (splitting the total value in two).

• Enhance Family Leave - We understand the importance of family - that's why we offer enhanced family leave to support you during key life moments.

• Transportation Voucher - we will cover your costs of commute!

• Gym membership - PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet.

• New Value (Deals & Coupon Platform) - Get attractive discounts to restaurants, stores and events.

• Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.

• SESC - private institution that makes available Education, Health, Culture and Recreational programs and events and provides Social Assistance to our employees and their dependents.

• Pet-friendly office- Because work is better with your paw-tners by your side.

Our Principles:

We get things done: We are courageous; we take ownership, make decisions and get things done.

We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent

We put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.

We make things better: We boldly explore new ideas and have an unwavering commitment to continuous improvement.

We work as a team: We collaborate closely and value team success over individual achievement.

Our commitment to Diversity and Inclusion:

Payments only work when they reflect how different people actually pay, and we build teams the same way: our people span more than 50 nationalities, and that mix is exactly what makes us good at this. So if you're reading this and wondering whether you tick every box, apply anyway. We're far more interested in what you'll bring than a perfect match on paper.

We welcome applicants of every background, identity, and experience, and we make sure our hiring process is accessible to everyone. If you need an adjustment at any stage, just let us know: we're happy to help.

A few more things:

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please refer to ourCandidate Privacy Policy.