LATAM Technical Support Engineer (Buenos Aires)

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Requirements:

• Proficiency in English (native or fluent).
• Minimum 2 years of SaaS troubleshooting experience in a Technical Support role, with one year as a Software Test Engineer.
• Understanding of APIs and integration technologies for Pipe17 integrations.
• Proficient in analyzing log files and standard debugging concepts using tools like Datadog and Postman.
• Demonstrated ability to troubleshoot and triage complex, code-related technical issues.
• Basic experience in troubleshooting performance and network-related issues.
• Strong soft skills for interacting with customers via phone, email, and Zoom.

Responsibilities:

• Perform troubleshooting and provide development assistance to Pipe17 customers.
• Serve as a point of internal escalation on technical issues within the Support organization.
• Check escalated issues found by internal team members before advancing through proper channels.
• Create and improve documentation to help users and partners help themselves.
• Employ problem-solving skills to triage and fix bugs on the platform.
• Improve the quality and efficiency of the solutions delivered to customers.
• Identify opportunities to contribute to building internal tools, code reviews, and mentoring.
• Some on-call responsibilities on weekdays after hours and on weekends.