Fortive

Makes industrial tools and healthcare systems

Technical Customer Support Specialist

Customer SupportConfirmed live in the last 24 hours

Full-timeRemote in BrazilNo salary listedRemote

About the Job

Requirements

Two to four years of product or technical support or service operations experience, including demonstrated escalation handling.
Proficiency in at least one diagnostic area: browser or network tools such as DevTools or HAR, API or JSON, basic SQL, log aggregation or observability such as Splunk or Datadog, or SSO/identity flows.
Hands-on experience with ITSM tools and backlog systems such as Jira, and comfort reading release notes or deployment change logs.
Strong analytical and problem-solving skills, with the ability to simplify complex topics for customers and L1 staff.

Responsibilities

Own escalated tickets requiring deeper technical analysis of integrations, configuration, environment-specific behaviors, and data issues.
Perform advanced triage by analyzing logs, traces, API calls, feature flags, data models, and environment variables, and reproducing issues in test or sandbox environments.
Create and validate workarounds and deliver durable resolutions within defined SLAs.
Collaborate with Engineering and Product on defects, feature behaviors, and release impacts; file high-quality bug reports with clear reproduction steps and impact statements.
Identify incident patterns and propose problem records or root cause investigations.
Refine SOPs and runbooks, author high-value knowledge base articles, and recommend product or telemetry improvements to increase first-contact resolution.
Provide day-to-day guidance to L1 staff through informal mentoring, spot-checks, and shadowing, and participate in post-incident reviews.

Job Summary

The Tier 1 Product Support Specialist (Level 2) handles escalations from Level 1, resolves moderate complexity issues, and partners with Engineering/Product to drive faster root cause analysis. L2s improve operational excellence by enhancing runbooks, enriching knowledge articles, and coaching L1s on troubleshooting depth and quality.

Key Responsibilities

Own escalated tickets requiring deeper technical analysis (integrations, configuration, environment‑specific behaviors, data issues).
Perform advanced triage: analyze logs, traces, API calls, feature flags, data models, and environment variables; reproduce issues in test/sandbox.
Create/validate workarounds; deliver durable resolutions within defined SLAs.
Collaborate with Engineering and Product on defects, feature behaviors, and release impacts; file high‑quality bug reports with clear repro steps and impact statements.
Identify incident patterns and propose problem records or root cause investigations (problem management).
Drive continuous improvement: refine SOPs/runbooks, author high‑value KB articles, and recommend product/telemetry improvements to increase FCR.
Provide day‑to‑day guidance to L1s (informal mentoring, spot‑checks, shadowing) and participate in post‑incident reviews.

Qualifications

2–4 years in product/technical support or service operations with demonstrated escalation handling.
Proficiency with at least one diagnostic area: browser/network tools (DevTools, HAR), API/JSON, SQL basics, log aggregation/observability (e.g., Splunk, Datadog), or SSO/identity flows.
Hands‑on experience with ITSM tools and backlog systems (e.g., Jira) and comfort reading release notes or deployment change logs.
Strong analytical and problem‑solving skills; ability to simplify complex topics for customers and L1 staff.

Core Competencies

Technical Depth • Root Cause Thinking • Cross‑Functional Collaboration • Written Clarity • Coaching Mindset

Performance Metrics (KPIs)

Escalated ticket resolution time (L2 queue)
Reduction in re‑opens and handoffs
Defect/bug report quality (engineering acceptance rate)
KB impact (views, deflection, article helpfulness)
Contribution to problem management (closed problems/workarounds published)
Coaching impact (L1 FCR uplift, fewer incorrect escalations)

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About the Company

Fortive

Makes industrial tools and healthcare systems

Fortive makes measurement instruments, workplace safety systems and healthcare equipment for industrial technicians, facility managers and hospitals. Its operating companies include Fluke, whose test tools support electrical maintenance, and Advanced Sterilization Products, which builds systems for sterilizing medical instruments. Its software tracks assets and clinical workflows, while its hardware measures equipment conditions and protects workers; customers pay for instruments, consumables, services and software subscriptions. Founded as an independent company in 2016 after separating from Danaher, Fortive is headquartered in Everett, Washington.

Company size: 10,001+
Company stage: IPO
Headquarters: Everett, WA
Founded: 2016

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