Technical Support Specialist L3
2 semanas atrás
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'll 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.
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 ensure learnings are translated into process or product changes
- 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 experience reading logs, querying data, and diagnosing back-end issues
- Excellent communication ability, translating 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
- Experience with Python
- Know that your ideas are heard and matter. Think big
- Own your job and be recognized for your contributions
- Work with smart, creative people
- Making mistakes is human. Let's learn from them and be transparent
- Be recognized as an individual, no presumptions or judgment. Be the extraordinary you
- 15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays
- Start: ASAP
- Mid-Senior level
- Full-time
- Information Technology
- Software Development
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