Technical Support Engineer, L2

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

📋 Description

• Manage escalated Level 2 support tickets — investigate, replicate, and resolve intricate platform issues such as logic failures, integration errors, and prompt/workflow malfunctions.

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

• Update and maintain runbooks and knowledge base articles based on recurring problems and their solutions.

• Differentiate between bugs and feature requests; escalate to Level 3/Level 4 engineering with detailed defect descriptions when necessary.

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

• Provide support to end-customers regarding platform configuration, workflow navigation, and usage.

• Collaborate with Business Analysts and Quality Assurance team members to document issue patterns and enhance support workflows.

• Take part in ticket triage, prioritization, and SLA monitoring.

⛳️ Requirements

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

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

• Basic knowledge of Python scripting for log analysis or automation purposes.

• Fundamental understanding of REST APIs, authentication flows, and RBAC concepts.

• Familiarity with AWS CloudWatch or similar monitoring tools.

• Ability to read logs, pinpoint errors, and conduct structured troubleshooting.

• Experience using support/ticketing tools (Jira, Zendesk, or similar).

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

• Experience in Agile or structured support environments.

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

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

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

🏝️ Benefits

• Culture of relentless performance: join an unstoppable 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 package, including health insurance, language courses, and a relocation program.

• ForeverRemote work culture: embrace the flexibility that comes with remote work.

• Growth mindset: take advantage of various professional development opportunities, including certification programs, mentorship, talent investment initiatives, internal mobility, and internships.

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

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

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