Technical Support Engineer

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

📋 Description

• Take full responsibility for technical resolutions from start to finish.

• You manage all Tier 2+ escalations with complete ownership.

• Independently troubleshoot API integrations, addressing issues such as authentication failures, webhook problems, data synchronization gaps, rate limits, intermittent failures, and provider-specific constraints.

• Diagnose and resolve JavaScript issues on the customer side.

• Evaluate AI and chatbot performance, identifying incorrect responses, workflow misconfigurations, and patterns of hallucination.

• Execute diagnostic SQL queries to investigate data discrepancies, missing records, and report inconsistencies.

• After resolving each Tier 2+ issue, assess whether a pattern can be escalated back to Tier 1 support.

• Develop and maintain internal documentation covering common failure scenarios.

• Directly manage complex technical issues with customers.

• Confidently handle expectations throughout multi-step debugging processes.

⛳️ Requirements

• A minimum of 1 year of technical support experience at a SaaS company.

• Proficient in debugging REST APIs, webhooks, authentication flows, JSON, and HTTP protocols.

• Strong skills in customer-side JavaScript, including browser developer tools, event handlers, script conflicts, and timing issues.

• Ability to write diagnostic SQL queries to validate data, trace ingestion paths, and independently answer data-related questions without relying on a data team.

• Comfortable working with production systems, including log analysis, monitoring tools, and system debugging.

• Experience with large language models (LLMs), prompt engineering, or AI model integration is preferred.

• Excellent written and verbal communication skills in English.

• Ability to navigate ambiguity and create structure where none exists.

• Experience in coaching or training non-technical colleagues, including evidence of effective pairing sessions and useful documentation.

• Availability to cover North America time zones.

🏝️ Benefits

• Competitive salary along with opportunities for equity or stock grants.

• A learning budget to support your growth, because when you grow, we grow.

• The chance to make a meaningful impact, as your work directly influences our product and company.

• The excitement of building something new at a pivotal stage where your contributions are highly valued.

• Develop AI fluency and make it a second nature.

• Address unsolved challenges as we redefine the future of customer experience for the coming decades.