Remote Technical Support Expert

1 semana atrás

Brasil beBeeTechnical Tempo inteiro US$90.000 - US$120.000
Job Description

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 our Customer Services team investigating, diagnosing, and resolving challenging product and integration problems while 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 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.
Required Skills and Qualifications
  • 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.
  • 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.
  • Experience in energy trading ETRM/CTRM software financial or ERP systems.
  • Demonstrated ability to work independently or as part of a broader team.
Preferred Experience
  • Experience with Python.

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