Technical Support Agent, Tier 2

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

📋 Description

• Identify, replicate, and resolve Tier 2 ticket escalations related to API integrations, Webhooks, SDKs, and platform configuration issues.

• Analyze system logs, stack traces, database queries, and AI model inputs/outputs to determine underlying causes.

• Provide written and verbal technical support, manage tickets, and conduct live troubleshooting calls in English, Spanish, and Portuguese.

• Work collaboratively with Tier 3 and Engineering teams to create detailed bug reports that include reproducible steps, environment specifics, and pertinent log excerpts.

• Create and update technical documentation, troubleshooting guides, and knowledge base articles for both internal teams and external clients.

• Act as a 24/7 technical liaison for key enterprise clients in Latin America and Europe.

⛳️ Requirements

• Full professional/native fluency in English, Spanish, and Portuguese (preferably Brazilian), both written and spoken.

• Ability to clearly articulate complex AI software concepts in all three languages.

• Willingness to work in APAC regional time zones (AEST/SGT/JST), covering 8 PM to 4 AM in Brazil.

• 2 to 4+ years of experience in a Tier 2 Technical Support, Application Support, or Solutions Engineering position.

• Preferably familiar with a B2B SaaS or AI/ML software platform.

• Practical experience debugging APIs, inspecting JSON/XML payloads, and utilizing Postman or cURL.

• Proficient in using log monitoring and diagnostic tools such as Datadog, Splunk, CloudWatch, or browser developer tools.

• Basic knowledge of web architecture, including SSO/SAML, OAuth, Webhooks, and CORS.

• Experience with SQL for database querying.

• Familiarity with AI/LLM concepts, including tokens, basics of prompt engineering, latency metrics, and API rate limits is a significant advantage.

• Previous experience with modern help desk systems like Zendesk, Jira Service Desk, Salesforce, or similar platforms.

🏝️ Benefits

• Employer-paid health insurance for you and your eligible dependents.

• Profit Interest Units/incentive compensation.

• Unlimited vacation policy.

• 401(k) plan with a company match.

• Short-term disability insurance.

• Group life AD&D insurance.

• A supportive and diverse workplace that prioritizes respect for each other and clients.

• A fun and collaborative team culture.

• Opportunities for Capacity team members to serve and educate Create A Loop students.