Technical Support Engineer - (Remote – Mexico Only)

2+ years of experience in a technical support or application support role, ideally within a SaaS environment. Strong understanding of relational databases and SQL scripting (querying, updating, debugging). Familiarity with client-server architecture and web-based application support. Experience in log file analysis, trace review, and root cause identification. Knowledge of browser developer tools and ability to analyze HAR files and network-level issues. Exposure to network fundamentals including DNS, DHCP, SSL, proxies, and firewall configurations. Experience with APIs and REST-based integrations. Ability to clearly explain technical concepts to non-technical users. Comfortable working in a high-volume case environment, prioritizing effectively under pressure.

Resolve technical issues through investigation, root cause analysis, and best practice guidance. Troubleshoot incidents by gathering detailed problem descriptions, log files, and error traces. Provide multichannel support via CRM, email, video conferencing, and screen sharing. Collaborate with Engineering, Product, and Customer Success to escalate and resolve issues. Maintain detailed case documentation and ensure timely customer communication. Participate in the on-call rotation for weekend or after-hours coverage. Champion knowledge sharing and help evolve the internal knowledge base. Share best practices for configuration, deployment, and product usage.