Technical Support Expert (Tier 2)
New
J
JobgetherAI translation SaaS
Based in Brazil, BRTFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluent written and spoken English
- Experience
- At least 3 years of experience in Tier 2 / second-line technical support or support engineering within a B2B SaaS company, supporting external paying customers.
- Required Skills
- PythonRESTful APIsJSONPostman
Requirements
- At least 3 years of Tier 2 / second-line technical support or support engineering experience within a B2B SaaS company supporting external paying customers.
- Experience independently investigating and resolving complex technical escalations, including bug reproduction, log analysis, and root-cause identification.
- Hands-on knowledge of HTTP and RESTful APIs and experience with tools such as Postman, Insomnia, or cURL.
- Ability to read, interpret, and troubleshoot JSON payloads, API responses, and technical logs.
- Scripting experience, preferably Python, including developing automation for repetitive tasks and technical investigation.
- Ability to produce clear, structured bug reports and technical escalations for engineering teams.
- Fluent written and spoken English.
- Experience working remotely within distributed and multicultural teams.
- Preferred: localization or translation technology experience, including TMS configuration and continuous localization workflows.
- Preferred: experience supporting production products powered by LLMs or machine translation, and familiarity with AI tools.
- Preferred: knowledge of SQL and HTML, and experience troubleshooting third-party integrations, connectors, and webhooks.
- Preferred: familiarity with incident communication platforms such as Statuspage and support or project management tools such as Plain, Linear, Jira, or Confluence.
Responsibilities
- Investigate, reproduce, troubleshoot, and resolve complex technical issues escalated by first-line support.
- Diagnose integration issues involving Translation Management Systems, third-party machine translation providers, and LLM providers.
- Perform root-cause analysis using logs, API requests, JSON payloads, and other technical evidence.
- Escalate unresolved issues to R&D with reproduction steps, logs, technical context, and documented business impact, and follow them through to resolution.
- Provide timely updates to first-line support, Technical Account Managers, Customer Success Managers, Product, and Engineering.
- Participate in technical customer calls and take ownership of troubleshooting and technical guidance.
- Support incident management by notifying stakeholders and helping communicate updates to affected customers.
- Document technical scenarios, workarounds, and solutions in internal and external knowledge bases.
- Develop reusable scripts and automation and identify improvements to workflows, monitoring, alerting, and support tooling.
- Provide occasional first-line support coverage and participate in on-call rotations for high-severity incidents outside standard working hours.
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