Bilingual Technical Support

▶️ About OnSign

At OnSign TV, we build technology that helps brands and organizations communicate through screens, anywhere in the world. We are a global company with a collaborative and people-first culture, present in more than 100 countries and trusted to power over 200,000 connected screens.

We develop OnSign, a cloud-based Content Management System (CMS) designed to manage and distribute digital signage content across a wide range of use cases.
Available in multiple languages and compatible with most operating systems, OnSign TV is the CMS of choice for professional digital signage integrators.
OnSign platform offers an extensive app library and advanced features that support everything from simple screen networks to complex, large-scale digital signage projects.
We work with clients across several industries, including healthcare, transit, banking, hospitality, retail, and education.

▶️ Our Culture
We value respect, collaboration, flexibility, ownership, attention to detail, and continuous learning. These principles guide how we work, make decisions, and grow together as a team.
Here you will find a welcoming and supportive environment, where learning and development are encouraged. Our office provides a comfortable workspace with a fully equipped kitchen, snacks, coffee, and beverages. The office is surrounded by restaurants and local businesses, making it a convenient and enjoyable place to work.

▶️ About the role

We’re looking for someone to join our Technical Support team, helping customers solve medium and high-complexity technical issues. You’ll work closely with customers and internal teams, investigating problems, finding solutions, and helping us improve our support processes and documentation.

⚠️ This is an on-site role based in Trindade, Florianópolis (mandatory)
➡️ This role is ideal for people who combine strong technical and communication skills. The ideal candidate loves technology, enjoys hands-on experimentation, and thrives on collaborating with different people to implement real-world, impactful solutions.

If you don’t meet every requirement listed — except for those explicitly stated as mandatory — but are excited to learn and grow, we still encourage you to apply.
Many aspects of this role are learned and developed throughout your journey with us.💙

▶️ What you’ll do

• Handle, analyze, prioritize, and follow up on support tickets, making sure SLAs are met and customers are kept updated;
• Troubleshoot issues related to our platform, players, devices, operating systems, networks, and integrations;
• Check logs, reproduce issues, run tests, and investigate possible root causes;
• Triage and escalate technical issues to Development or other teams, providing the context, evidence, and troubleshooting steps needed;
• Help the Support team with more complex cases and troubleshooting procedures;
• Create and update technical documentation, turning recurring issues and solutions into articles, tutorials, procedures, and knowledge base content;
• Support the documentation of releases and deployments, keeping track of changes, impacts, procedures, and other relevant information for Support and other teams;
• Spot recurring issues and opportunities to improve our support processes based on what you see in tickets;
• Communicate with customers and partners in Portuguese and English, both in writing and on calls.

▶️ What we’re looking for

• Technical or college degree, completed or in progress, in Information Systems, Computer Science, Software Development, or a related field;
• Previous experience with technical support and ticket management;
• Good understanding of SLAs, ticket prioritization, incident management, and troubleshooting;
• Ability to investigate technical issues using logs, evidence, and testing;
• Knowledge of operating systems, networking, connectivity, APIs, and integrations;
• Knowledge or experience with SQL;
• Good organization and technical documentation skills;
• Advanced/fluent English, especially for written technical communication;
• Curiosity and a genuine interest in understanding how things work.

▶️ Nice to have

• Experience supporting B2B SaaS products;
• Knowledge of Android, Windows, Linux, macOS, webOS, Tizen, ChromeOS, or BrightSign;
• Familiarity with embedded hardware and media devices;
• Knowledge of REST/GraphQL;
• Experience with Knowledge Base, monitoring, or observability tools;
• Intermediate Spanish.

▶️ What We Offer

• Meal or food allowance of R$ 1.300 per month;
• Health insurance (Unimed) with 20% co-payment;
• Dental insurance (Uniodonto) with no co-payment;
• Gym allowance with reimbursement of up to R$ 250 per month;
• Life insurance;
• Profit-sharing program (PLR), based on company results;
• Language learning support.