Technical Support Engineer (L2)

Role overview

Help business customers resolve technical problems with a software platform through investigation, configuration, and clear communication. You will work directly with customers and coordinate with engineering and other internal teams when a case needs deeper analysis or escalation.

Responsibilities

- Investigate reported issues, identify likely causes, and outline resolution steps. - Configure the platform and troubleshoot problems for business customers. - Work with engineers on technical action plans and take ownership of cases requiring escalation. - Coordinate with internal teams to answer customer questions and connect them with the right technical resources. - Support customers through chat, email, and outbound calls.

Requirements

- Upper-intermediate or higher written and spoken English and Spanish. - At least one year of technical support experience, ideally with SaaS, web, or mobile applications; entry-level support experience is welcome with a clear interest in technical growth. - Working knowledge of HTTP requests and status codes, REST APIs, JSON, and browser developer tools for network debugging. - Ability to write and read basic SQL queries to investigate data issues. - Understanding of how web or mobile SDK requests travel from a client to a backend, sufficient to narrow down where an issue may occur. - A patient, customer-focused approach and the ability to stay organized while handling changing information.

Nice to have

- Experience with Postman or similar API troubleshooting tools. - Familiarity with logging and monitoring tools such as Grafana, Kibana, or Datadog. - Knowledge of identity verification, KYC/AML, fintech, or compliance.

Benefits and work setup

- Remote-first setup, with no mandatory office days and optional office or coworking access in some locations. - Birthday leave, 10 personal days annually, seven sick days without paperwork, and additional time off around the winter holidays. - Learning support, personal development planning, role-related event coverage, and fully covered team gatherings a few times a year. - Compensation varies by work location; location-specific details are shared during recruitment.