Job Description

Where you’ll work: São Paulo, Brasil (Remote) 

Customer Care and Success at GoTo 

At GoTo, we are passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. Our basic mantra is to simplify and automate, and we work together to achieve this goal every day. As a member of our customer care team, you'll play a crucial role in helping us achieve our mission by delivering exceptional service and support to our customers. 

Your Day to Day: 
As a Field Engineer your responsibilities will include:

Provide customer support through multiple channels, including live chat, ticketing system, and inbound phone calls, ensuring timely and professional resolution of technical issues. 

Participate in an on-call rotation, with a primary focus on fulfilling the critical duties associated with the role. 

Ensure customer satisfaction and confidence throughout the set-up process. 

Be the lead technical contact on all troubleshooting and integration of our products into the client’s environment. 

Integrate existing customer equipment with our cloud PBX system. 

Develop APIs and automate services based on customer requirements. 

Perform on-site technical visits to customer locations when necessary in order to conduct hands-on troubleshooting, installation, or support. 

What We’re Looking For 

As a Field Engineer your background will look like: 

A minimum of 2-4 years of experience in Network Support with emphasis on Routing and Switching, and an understanding of Unified Communications. 

Cisco, Python, Juniper, Microsoft Certifications are a plus. 

Able to perform AD, LDAP and SSO integrations. 

Experience with Communications/Voice over IP/Video over IP, SIP, Asterisk, and firewalls/network security. 

Experience onboarding and troubleshooting Microsoft Teams. 

Experience with automation, Python, REST API, and Postman. 

Advanced communications skills in English (written and spoken) 

Flexibility to travel around the country if necessary.  

What We Offer 

At GoTo, we believe in supporting our employees with a comprehensive range of benefits designed to fit your life—at work and beyond. Here are just some of the benefits and perks you can expect when you join our team: 

Comprehensive health benefits, life and disability insurance, and fertility and family-forming support programs 

Generous paid time off, paid holidays, volunteer time off, and quarterly self-care days and no meeting days 

Tuition and reading reimbursement programs to support your continuous learning and professional growth 

Thrive Global Wellness Program, confidential Employee Assistance Program (EAP), as well as One to One Wellness Coaching 

Employee programs—including Employee Resource Groups (ERGs), GoTo Gives, and our charitable matching program—to amplify your connection and impact. 

At GoTo, you’ll find the flexibility, resources, and support you need to thrive—at work, at home, and everywhere in between. You’ll work towards a shared goal with an open-minded, cohesive team that’s greater than the sum of its parts. We’re committed to creating an inclusive space for everyone, because we know unique perspectives make us a stronger company and community. Join us and be part of a company that invests in your future, where together we’ll Be Real, Think Big, Move Fast, Keep Growing, and stay Customer Obsessed. Learn more.