Technical Support Analyst - SP (Advanced English)

📍 São Paulo (Berrini) | 100% On-site

At FiberHome, we are shaping the future of connectivity. As a global leader in telecommunications and network infrastructure, we are driven by innovation, collaboration, and a strong commitment to delivering high-impact solutions to our clients.

🌍 Our Culture

At FiberHome, we believe that innovation starts with people. We foster a collaborative, inclusive, and high-performance environment where:

• Ideas are encouraged and innovation is part of our daily mindset
• Teams work together across borders, combining global expertise with local insights
• We invest in continuous learning and professional growth
• Results matter — but how we achieve them matters even more

We value professionals who are proactive, curious, and driven to make an impact.

Key Responsibilities

• Perform maintenance and support activities on communication and network equipment.
• Provide technical assistance and troubleshooting support to customers.
• Analyze incidents and identify root causes of network issues.
• Prepare technical reports and documentation related to problem resolution.
• Conduct customer visits when necessary.
• Collaborate with internal teams to ensure service quality and customer satisfaction.
• Support the operation and maintenance of PON (Passive Optical Network) environments.

Must-Have Qualifications

• Previous experience in after-sales service for Internet Service Providers (ISPs), telecom operators, or telecommunications equipment vendors.
• Strong customer relationship management skills, preferably with an existing ISP customer network or experience managing long-term customer relationships.
• Proven experience expanding paid service contracts, including maintenance contracts, technical services, or network upgrade projects, with the ability to drive service projects from sales to delivery.
• Hands-on experience with PON network operation and maintenance, including knowledge of GPON/XG(S)-PON network architectures and broadband access technologies.
• Knowledge of telecommunications and network equipment.
• Advanced English communication skills (written and spoken).
• Strong problem-solving, project execution, and analytical skills.
• Customer-oriented mindset with excellent communication skills.
• Ability to learn quickly, adapt to new technologies, and willingness to travel as required.