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Software Support Professional
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We are seeking a skilled professional to join our team as a Technical Support Specialist, focusing on Tier 3 software support. The ideal candidate will be proficient in English and possess expertise in either Spanish or Portuguese.
This role requires the ability to investigate, diagnose, and resolve complex product and integration problems, working closely with Product, Engineering, and Tier 1 & 2 Support teams.
The successful candidate will have a deep understanding of the client's platform, integrations, APIs, and system behavior, along with excellent communication skills to translate technical details into clear explanations for customers and internal teams.
You will work directly with customers, engineers, and product managers to identify and resolve challenging issues, and contribute to internal documentation and knowledge sharing to enhance team-wide troubleshooting.
In addition, you will participate in post-incident reviews and ensure learnings are translated into process or product improvements.
Key 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 a 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.
