Customer Support Engineer – Solutions Management

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

📋 Description

• Act as a technical subject-matter authority for enterprise platforms, offering implementation guidance and troubleshooting assistance during client launches and deployments.

• Provide support to clients throughout training and go-live events, executing implementation tasks and addressing adoption challenges.

• Create and deliver technical training, best-practice documentation, and configuration manuals.

• Monitor and report adoption metrics, including launched instances, onboarded users, and time to value.

• Implement custom configurations, scripts, dashboards, API integrations, data transformations, AI-agent setups, and web applications.

• Write and maintain full-stack code for client-specific customizations and internal automation tools.

• Design and construct web-based solutions tailored to meet client requirements.

• Collaborate with development teams on client-specific integrations, API customizations, and feature requests.

• Develop alternative solutions for platform limitations and advocate for product enhancements.

• Diagnose, troubleshoot, and resolve intricate technical issues across enterprise platforms and client environments.

• Conduct root-cause analysis using SQL queries, log reviews, and systematic troubleshooting approaches.

• Manage incidents from start to finish, including reproduction, impact and priority assessment, cross-functional resolution, fix validation, and stakeholder communication.

• Escalate issues to Engineering and Product while maintaining responsibility for client communication and resolution tracking.

• Assist in production incidents and urgent deployments using secure deployment processes.

• Create and update knowledge-base articles, troubleshooting guides, and best-practice documentation.

• Identify trends in support tickets and suggest product or process enhancements.

• Automate repetitive support tasks through scripting and workflow automation.

• Contribute to test automation, regression testing, and coordination of user acceptance testing.

• Collaborate with Product Management, Engineering, and Implementation teams.

• Engage in customer-success reviews and post-implementation follow-ups.

• Mentor junior support team members and participate in knowledge-sharing initiatives.

⛳️ Requirements

• Minimum of five years of hands-on experience in technical support, customer-success engineering, or SaaS operations.

• Proficiency in full-stack development across both front-end and back-end technologies.

• Strong expertise in API design and integration, including RESTful APIs and webhooks.

• Advanced understanding of Model Context Protocol (MCP), including the implementation of MCP-based integrations or tools.

• At least five years of experience with SQL, including writing queries, analyzing data, and troubleshooting data-related issues.

• Familiarity with AI tools and APIs to develop AI-driven client solutions.

• Strong analytical and problem-solving abilities.

• Excellent written and verbal communication skills.

• Customer-first attitude and a strong sense of ownership.

• Ability to quickly learn new platforms and systems.

• Strong organizational skills and the capability to manage multiple concurrent issues.

• Comfort working proactively in fast-paced and ambiguous environments.

• Bachelor’s degree in Computer Science, Engineering, or a related field (preferred but not mandatory).

• Proficiency in Python or another modern programming language (preferred).

• Experience with React or Vue (preferred).

• Familiarity with ServiceNow, ticketing systems, or support-management platforms (preferred).

• Exposure to supply chain, procurement, or logistics (preferred).

🏝️ Benefits

• Inclusive working environment.

• Commitment to authenticity, professional growth, and equity.