Technical Support Agent (Tier 2)

Role overview

As a Tier 2 Technical Support Agent, you will investigate complex escalations for enterprise software customers, covering issues that require deeper analysis than first-line support. The work spans API and integration troubleshooting, authentication, platform configuration, and diagnostics of AI behavior. The role supports customers across Latin America and Europe while covering APAC business hours, including overnight coverage for Brazil.

Responsibilities

- Diagnose, reproduce, and resolve escalated issues involving APIs, webhooks, SDKs, and platform configuration. - Examine logs, stack traces, database queries, and AI request and response data to identify causes of errors, latency, or unexpected behavior. - Provide written and live technical support in English, Spanish, and Portuguese. - Work with engineering teams on clear bug reports that include reproducible steps, environment details, and relevant logs. - Maintain troubleshooting guides, internal playbooks, and customer-facing knowledge articles.

Requirements

- Native or full professional fluency in English, Spanish, and Portuguese, preferably Brazilian Portuguese. - Two to four or more years in Tier 2 support, application support, or solutions engineering, ideally in B2B SaaS or AI/ML software. - Practical experience debugging APIs, inspecting JSON or XML payloads, and using tools such as Postman or cURL. - Familiarity with log and diagnostic tools such as Datadog, Splunk, CloudWatch, or browser developer tools. - Basic understanding of SSO/SAML, OAuth, webhooks, CORS, and SQL queries. - Availability for APAC time zones (AEST, SGT, or JST), covering approximately 8 p.m.–4 a.m. in Brazil.

Nice to have

Familiarity with AI and language model concepts such as prompts, tokens, latency, confidence thresholds, and API rate limits. Experience with ticketing systems such as Zendesk, Jira Service Desk, or Salesforce is also useful.

Benefits and work setup

The listed hourly pay range is $35–$45 USD, depending on experience, skills, and location. Benefits listed include employer-paid health coverage for employees and eligible dependents, incentive compensation, a 401(k) match, disability and life coverage, and unlimited vacation.