Offer summary

Qualifications:

Minimum of 2 years of experience in Tier 1-2 technical support roles, focusing on B2B and SaaS support., Proficiency in SQL scripting and experience with ETL and BI tools like Tableau., Strong communication skills in English, both verbal and written, are essential., Basic knowledge of web technologies and troubleshooting in microservices environments is advantageous..

Key responsibilities:

Manage and resolve Technical Support tickets, investigating root causes and escalating as necessary.

Serve as the first point of contact for customers, providing expert-level support via email, chat, and phone.

Handle production incidents, assessing severity and ensuring timely updates to customers while maintaining ownership until resolution.

Monitor production systems and deliver performance insight reports to stakeholders, while being available for on-call support during offline hours.

Job description

Job Title: Technical Support- Tier 1+2 (B2B focussed)

Experience: 2+ Years Location: Mexico/LATAM

Engagement Type: Full-Time/contractual, Fully Remote

Job Description:

The role offered via TFT is for a client who’s a global leader in the online comparison market. The goal is to simplify decision-making and connect customers with valuable brands. Their cutting-edge technology stack includes AWS, Docker, Kubernetes, and BigData, with tools like Snowflake, Athena, and Aurora DB services, alongside TypeScript and MongoDB.

We are seeking a highly motivated Technical Support to join this expanding Technical Support team within the R&D department. This role demands exceptional communication skills for high-level professional interactions with the B2B customers. Your expertise will be instrumental in maintaining the Service Level Agreements (SLAs) and ensuring robust customer satisfaction.

Responsibilities:

End-to-End Ownership: Efficiently manage and resolve Technical Support tickets by investigating and identifying root causes. Then, escalate to the appropriate team
Act as the first point of contact for customers, providing expert-level technical support via email, chat, and phone
Incident Management: Handle production incidents, assessing issue severity from both technical and business perspectives. Escalate unresolved issues to internal R&D teams while ensuring customers receive timely updates and maintain ownership until resolution and communicate progress to relevant stakeholders
Monitoring and Reporting: Act as the R&D and Data focal point for production system monitoring and health checks. Deliver periodic performance insight reports to relevant stakeholders
On-Call Support: Be prepared to support priority production incidents during offline hours to ensure seamless operations

Requirements:

A minimum of 2 years of experience in Tier 1-2 technical support roles, with a strong focus on B2B and SaaS (Software as a Service) support- Must
Experience with ETL and BI tools such as Tableau.- Must
Knowledge of SQL scripting (Snowflake, MySQL, Athena)- one of the Must-know well
Knowledge of MongoDB
Proven ability to take complete ownership from initial report to full resolution, ensuring customer satisfaction and adherence to SLAs
Understanding of web technologies: HTML, CSS, JavaScript, TypeScript, etc.- Advantage.
Basic knowledge of troubleshooting performance issues in a distributed microservices environment
Experience with monitoring and logging tools such as Datadog, Grafana, Kibana, and CloudWatch - Advantage
Familiarity with tools like Google AdWords/Analytics is advantageous- Advantage

Soft Skills

Excellent verbal and written communication skills in English - Must
Strong problem-solving ability with a customer-first mindset
Ability to manage multiple priorities in a fast-paced environment
Patience and empathy when dealing with complex customer issues
Demonstrated ability to operate in high-pressure, multitasking environments independently
Passion for supporting and helping others

Required profile