Offer summary

Qualifications:

At least 2 years of experience in Tier 1-2 technical support roles, focusing on B2B and SaaS environments., Proficiency with SQL scripting, including Snowflake, MySQL, and Athena., Experience with ETL and BI tools such as Tableau., Strong communication skills in English, with customer-first problem-solving abilities..

Key responsibilities:

Manage and resolve technical support tickets, investigating root causes.

Act as the primary contact for customers via email, chat, and phone, providing expert support.

Handle production incidents, assess severity, and coordinate resolutions with internal teams.

Monitor system health and deliver performance reports to stakeholders.

Job description

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

Experience: 2+ Years Location: MexicoLATAM

Engagement Type: FullTimecontractual, 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 decisionmaking and connect customers with valuable brands. Their cuttingedge 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 highlevel professional interactions with the B2B customers. Your expertise will be instrumental in maintaining the Service Level Agreements (SLAs) and ensuring robust customer satisfaction.

Responsibilities:

EndtoEnd 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 expertlevel 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

OnCall 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 12 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 Mustknow 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 AdWordsAnalytics is advantageous Advantage

Soft Skills

Excellent verbal and written communication skills in English Must

Strong problemsolving ability with a customerfirst mindset

Ability to manage multiple priorities in a fastpaced environment

Patience and empathy when dealing with complex customer issues

Demonstrated ability to operate in highpressure, multitasking environments independently

Passion for supporting and helping others