Advanced Technical Support Professional
Há 5 dias
We are seeking a highly skilled 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. Your work will directly impact customer satisfaction, product quality, and long-term scalability of our operations.
Key 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 our 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
- 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
- Desire to work in an environment that embraces diversity, maintains a client-centric approach to building products, strives to maintain a world-class organization, loves technology, and promotes individual growth
- 15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays
- Opportunity to work with smart, creative people, own your job, and be recognized for your contributions
- A transparent and fun work environment that encourages learning from mistakes and supports individual growth
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