Associate Technical Support Engineer

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Serve as the main point of contact for incoming support requests

• Deliver extensive assistance for Tier 1 inquiries and certain Tier 2 complexities

• Assess and resolve issues related to platform functionality and various integrations

• Direct complex technical challenges to advanced engineers or internal collaborators

• Oversee support interactions involving REST APIs and identity management tools

• Maintain a professional and empathetic conversation with customers

• Utilize internal tools like Intercom and Jira to manage ticket lifecycles

• Create content for the knowledge base

• Conduct technical validation and testing to duplicate bugs reported by users

• Recognize emerging support trends or recurring difficulties

• Work collaboratively with Product and Engineering teams

⛳️ Requirements

• Minimum of two years of experience in SaaS support, IT help desk, or a customer-focused technical role

• Excellent communication skills, both verbal and written

• Commitment to customer satisfaction and adaptability in a fast-paced startup environment

• Basic understanding of cloud-native systems, API frameworks, and modern authentication methods

• Strong organizational capabilities and attention to detail

• Familiarity with support infrastructure and task management tools such as Intercom, Jira, and Linear

• Ability to work effectively in a team environment

• Previous experience in compliance, information security, or B2B software delivery

• Knowledge of cloud infrastructure or identity providers gained through academic courses, certifications, or internships

• Experience in writing help center documentation or structured technical FAQs

🏝️ Benefits

• Up to 100% employer-covered premiums for medical insurance for employees and their dependents

• Pension plan featuring a 5% employee contribution and a 4% employer contribution

• Paid Parental Leave available after six months of employment

• Access to Kindbody fertility and family-building benefits

• Generous annual stipends for both professional and personal development

• Flexible vacation policy, paid holidays, and additional perks