Technical Support Engineer, L2

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

📋 Description

• Manage escalated L2 support tickets by investigating, reproducing, and resolving intricate platform issues such as logic failures, integration errors, and workflow malfunctions.

• Conduct root cause analysis and document findings in defect reports and troubleshooting guides.

• Keep runbooks and knowledge base articles updated based on recurring problems and their solutions.

• Differentiate between bugs and feature requests; escalate to L3/L4 engineering with detailed defect descriptions when necessary.

• Aid in UAT test case execution and validation during platform releases and template updates.

• Support end-customers with platform configuration, workflow navigation, and overall usage.

• Work collaboratively with BA and QA team members to document issue patterns and enhance support workflows.

• Engage in ticket triage, prioritization, and SLA monitoring.

⛳️ Requirements

• A minimum of 2 years of experience in technical support, application support, or a related role.

• Practical experience with SaaS platform support, including ticket triage and escalation processes.

• Basic proficiency in Python scripting for log analysis or automation purposes.

• Fundamental understanding of REST APIs, authentication flows, and Role-Based Access Control (RBAC) concepts.

• Familiarity with AWS CloudWatch or comparable monitoring tools.

• Capability to read logs, identify errors, and conduct structured troubleshooting.

• Experience with support/ticketing tools such as Jira, Zendesk, or similar platforms.

• Excellent written and verbal communication skills in English (B2); capable of writing clear defect reports and runbook documentation.

• Background in Agile or structured support environments.

• Nice to have: Familiarity with AI/LLM, voice agents, or conversational platforms.

• Experience in contact center, IVR, or telephony support.

• Experience with low-code/no-code platform configuration.

🏝️ Benefits

• Culture of relentless performance: join a high-achieving technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive pay and benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

• ForeverRemote work culture: take advantage of the flexibility that remote work offers.

• Growth mindset: benefit from a variety of professional development opportunities, including certification programs, mentorship, talent investment initiatives, internal mobility, and internship opportunities.

• Global impact: work on significant projects for leading global clients and help shape the future of various industries.

• Welcoming multicultural environment: be part of a vibrant, global team and thrive in an inclusive and supportive workplace with open communication and regular team-building social events.

• Social sustainability values: join our commitment to sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.