Tier 3 Technical Support Expert

Há 3 dias

Fortaleza, Ceará, Brasil beBeeSoftware Tempo inteiro US$80.000 - US$100.000
Technical Support Specialist L3 Job Summary

We are seeking a skilled and experienced technical support specialist to join our team. As a key member of our customer services team, you will provide top-notch support to our clients, resolving complex technical issues and working closely with our product and engineering teams.

Your role will be crucial in ensuring the high quality of our support operations and directly impacting customer satisfaction and product development. If you have experience in software support, strong problem-solving skills, and excellent communication abilities, we encourage you to apply for this challenging and rewarding position.

Responsibilities:
  1. Serve as an escalation point for Tier 2 on complex, technical customer support issues
  2. Troubleshoot software bugs, data anomalies, API issues, performance concerns, and environment-specific problems
  3. Collaborate with Engineering and Product teams to diagnose root causes, document findings, and follow through on resolutions
  4. Reproduce customer issues, collect logs, analyze error messages, and recommend workarounds when necessary
  5. Maintain deep knowledge of the client's platform, integrations, APIs, and system behavior
  6. Contribute to internal documentation and knowledge sharing to improve team-wide troubleshooting
  7. Identify patterns in support cases and provide insights to Product and Engineering for continuous improvement
Requirements:
  • Excellent English 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
  • Familiarity with APIs and tools like Mode or browser dev tools
  • 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
  • Desire to work in an environment that embraces diversity and maintains a client-centric approach to building products
Preferred Experience:
  • Experience with Python
Benefits:
  • 15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays

This is a full-time remote position, and you will have the opportunity to work independently or as part of a broader team. We value trustworthiness, teamwork, transparency, and fun in our work environment. If you think you have what it takes to excel in this role, please submit your application.

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