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application tech support

hace 3 semanas

Providencia, Metropolitana, Chile Emberi A tiempo completo

We're Hiring: Senior Tech Support Specialist – LATAM (Regional Role)

Are you passionate about solving complex technical challenges, diving deep into SQL, APIs, and critical integrations?

Do you enjoy working closely with Engineering, Product, and Operations teams to keep high-impact systems running smoothly?

If so, this opportunity is for you.

What You'll Bring

  • 3+ years in technical support for SaaS or B2B/B2C applications.
  • Fluent English (B2–C1) for global communication and technical documentation.
  • Strong problem-solving skills for complex incidents.
  • Ability to collaborate with technical and non-technical teams.

Must-Have Technical Skills (Non-Negotiable)

SQL (Intermediate–Advanced)

  • Querying, filtering, data analysis, and understanding transactional logic to detect inconsistencies.

API Testing & Diagnostics (REST/SOAP)

  • Experience with Postman, JSON/XML payload interpretation, authentication (Bearer/API Keys), and status code troubleshooting.

Incident Management & Ticketing

  • Hands-on experience with Jira Service Management or ServiceNow.
  • Ability to create reproducible tickets, manage incidents end-to-end, and document RCAs under demanding SLAs.

Technical Documentation Reading

  • Ability to interpret third-party API docs (payment gateways, transportation operators, etc.).

Nice-to-Have Skills (Key Differentiators)

  • Monitoring & logs using Grafana or Prometheus.
  • Understanding of key metrics (latency, 5xx/4xx errors, payment success rate).
  • Log filtering in ELK or via console (grep, tail).
  • Python or Bash scripting for automation tasks.
  • Familiarity with AWS/GCP/Azure + Git & CI/CD.
  • Experience with Power BI, Tableau, or Data Studio for operational dashboards and KPI analysis.

Soft Skills That Make You Stand Out

  • Clear communication across all levels.
  • Technical leadership during incidents and analytical thinking.
  • Proactivity in identifying patterns and proposing improvements.
  • Strong teamwork with Engineering, Product, and external partners.

What You'll Do

  • Resolve complex incidents and lead the technical analysis.
  • Diagnose API integration issues.
  • Coordinate with Engineering teams to solve critical bugs.
  • Support technical onboarding for clients and operators.
  • Document processes, RCAs, and scalable solutions.