Technical Assistant

Are you a problem-solving enthusiast with a passion for technology and complex problem resolution? Magentrix, a leading provider of Partner Relationship Management (PRM) and Customer Portal solutions, is seeking a Technical Support Specialist to join our growing team

About Magentrix: What we're all about: Collaboration. We aim to improve collaboration. In today's world, the need for collaboration has become ever more important and the need for tools to help make it easier only continues to grow.

Position Overview: We're looking for an exceptional Technical Support Specialist who can think outside the box and deliver outstanding customer support. This role combines solution engineering expertise with creative problem-solving to ensure our customers get the most out of their Magentrix experience.

What You'll Do

• Provide expert-level technical support for Magentrix software, troubleshooting issues and isolating root causes
• Diagnose, investigate, and resolve complex technical problems efficiently
• Guide customers in navigating the platform and its modules to ensure optimal use
• Apply solution engineering principles to design and recommend tailored configurations, integrations, and optimizations
• Deliver the Magentrix experience with outstanding customer service at every interaction
• Collaborate with internal teams to escalate and resolve complex issues and share ideas to improve support processes
• Maintain and update Knowledge Base articles to improve self-service resources for clients
• Provide regular status updates to management, clients, and stakeholders
• Analyze customer needs and platform usage to provide strategic recommendations for performance and efficiency

Required Qualifications

• 5+ years of experience in Customer Support/Technical Support
• Bachelor's degree in Computer Science, Information Technology, or equivalent
• Fluent in English (spoken and written)
• Strong problem-solving, investigative, and analytical abilities
• Excellent technical writing skills with experience creating clear documentation and knowledge base articles
• Ability to work independently and think creatively to solve technical challenges
• Ability to work Eastern Time Zone hours (8 AM to 8 PM ET)
• Experience in customer-facing roles with demonstrated communication excellence

Bonus Skills

• Experience with CRM systems (Salesforce, Microsoft Dynamics, or HubSpot)
• Experience with SAML-based SSO and identity management solutions
• Customer Success experience

What Sets You Apart

• Fast thinker who thrives in dynamic environments
• knack for thinking outside the box
• Curious and enjoys deep investigation
• Ability to work independently while collaborating with a team
• Trustworthy, team-oriented, and transparent

Why Join Us

• Join a growing, innovative company
• Develop your skills with a supportive team
• Career advancement opportunities and professional growth paths
• Make a real impact on customer success
• Remote work flexibility

Ready to take your career to the next level? Apply now and join our dynamic team at Magentrix

Technical Support Specialist L3

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We are seeking a remote, full-time Technical Support Specialist with experience in Tier 3 software support, who is bilingual in English and either Spanish or Portuguese. You will join the Customer Services team of our U.S. client. You will investigate, diagnose, and resolve challenging product and integration problems, collaborating closely with Product, Engineering, and Tier 1 & 2 Support. Your work will directly impact customer satisfaction, product quality, and long-term scalability of our support operations.

Our client is a fintech company that provides commodities managers with task automation and timely insights on their trades, including risk exposure, positions, and profits and losses. With over 5 million trades on its SaaS platform, the company is an award-winning industry leader with customers including some of the world's largest financial firms. The client is growing rapidly and seeks innovative, bold risk-takers to advance its product strategy of market disruption and expansion.

Responsibilities

• Serve as the escalation point for Tier 2 on complex, technical customer support issues
• Troubleshoot software bugs, data anomalies, API issues, performance concerns, and environment-specific problems
• Collaborate with Engineering and Product teams to diagnose root causes, document findings, and follow through on resolutions
• Reproduce customer issues, collect logs, analyze error messages, and recommend workarounds when necessary
• Maintain deep knowledge of the client's platform, integrations, APIs, and system behavior
• Contribute to internal documentation and knowledge sharing to improve team-wide troubleshooting
• Identify patterns in support cases and provide insights to Product and Engineering for continuous improvement
• Participate in post-incident reviews and translate learnings into process or product changes

Required Experience

• Excellent English and either Spanish or Portuguese communication skills
• 3+ years of experience in technical support, including Tier 3 support, preferably in a SaaS or enterprise software environment
• Strong troubleshooting skills and technical fluency, such as reading logs, querying data, and diagnosing back-end issues
• Excellent ability to translate technical details into clear explanations for customers and internal teams
• Experience working with product and engineering teams to resolve bugs or product limitations
• Experience in energy trading, ETRM/CTRM software, financial, or ERP systems
• Client-centric approach to building products and maintaining a world-class organization
• Self-motivated, able to own problems from start to finish, and bring order from chaos
• Ability to work independently or as part of a broader team
• Trustworthy, team-oriented, transparent, and collaborative

Preferred Experience

• Experience with Python

Additional Information

• Think big and share ideas; your contributions matter
• Own your job and be recognized for your impact
• Work with smart, creative people
• Be willing to learn from mistakes and be transparent
• Be recognized as an individual; be the extraordinary you
• 15 days PTO, one floating day, three sick days, and designated national holidays
• Start: ASAP

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