Technical Support Automation Specialist

Technical Support Automation Specialist

São Paulo, SP

Customer Success – Technical Support / Full-time / On-site

Customer at TRACTIAN

The Customer team is the driving factor behind lifetime value, retention and expansion at Tractian. We focus on expanding inside existing customers, crosselling to different products, and building even stronger relationships with our current accounts. Our Enterprise customers are comprised of Fortune 500 companies, such as Hyundai, Bosch, Unilever, Suzano, PepsiCo, and others. Every member of our team directly affects the results of our clients. As part of this team, you will be in contact with clients to understand their needs and help create solutions to improve their maintenance processes.

What You'll Do

As a Technical Support Automation Specialist at TRACTIAN, you will serve as the bridge between technical support and automation engineering, providing high-level technical assistance to our clients and ensuring robust integration of our monitoring solutions in industrial environments. You will be responsible for validating, implementing, and maintaining industrial communication systems, integrating PLCs and sensors, interpreting electrical diagrams, and ensuring system performance. You will also act as a technical reference during the implementation and post-implementation phases, supporting both on-site and remote operations.

Responsibilities

• Provide technical support for automation-related issues, ensuring the correct operation and integration of sensors, PLCs, and monitoring platforms.
• Diagnose and resolve complex technical problems involving industrial communication protocols, electrical diagrams, and control systems.
• Interpret and adjust electrical diagrams and PLC logic during installations or support requests.
• Collaborate with Hardware, Data Science, and Product teams to improve hardware-software integration in industrial environments.
• Knowledge of electrical equipment and networks, as well as terminology related to this field and their applications: power factor, phase diagram, consumption, reactive power, phases, etc.
• Provide both remote and on-site support to ensure customer satisfaction and reduce downtime.
• Document technical cases, customer interactions, and solutions through our Helpdesk and CRM (HubSpot).
• Assist in identifying technical opportunities for upsell, expansion, or system optimization.
• Share knowledge internally and contribute to the creation of technical documentation related to automation and industrial integration.

Bonus Points

• Fluent in English.
• Previous experience in B2B technical support roles or industrial automation projects.
• Experience with sensor installation and sizing (vibration, temperature, pressure, flow, etc.).
• Knowledge of SCADA/DCS systems and industrial instrumentation.