LATAM - Fully Remote
Full Time - Contract
Customer Support Engineer – Solutions Management
Our client helps organizations solve complex and critical challenges by moving quickly from analysis to action and delivering lasting value. The company actively promotes an inclusive working environment and recognizes the value that diversity brings to its people, clients, and communities. It is committed to continually improving its initiatives, policies, and practices to foster authenticity, professional growth, and equity.
What You’ll Do
The Customer Support Engineer is a pivotal technical role that bridges client support, custom development, and platform implementation. You will serve as a technical subject-matter expert for enterprise platforms, delivering hands-on support and tailored solutions that drive client success.
This position combines direct client support during launches and implementations with custom development responsibilities, including API integrations, AI tooling, and web-based solutions.
You will manage the complete lifecycle of technical issues and custom requests—from initial diagnosis and root-cause analysis to temporary workarounds and permanent fixes—while collaborating closely with Product, Engineering, and Implementation teams.
This is a high-impact and technically challenging opportunity for an engineer who enjoys problem-solving, client engagement, rapid learning, and delivering measurable business value. Success in this role directly contributes to customer adoption, retention, and platform revenue.
Key Responsibilities
Platform Implementation and Client Support
• Serve as a technical subject-matter expert for enterprise platforms, providing implementation guidance and troubleshooting support during client launches and deployments.
• Work alongside clients during training and go-live activities, executing implementation tasks and resolving adoption blockers in real time.
• Develop and deliver technical training, best-practice documentation, and configuration guides tailored to client use cases.
• Track and communicate adoption metrics, including instances launched, users onboarded, and time to value.
Custom Development and Configuration
• Implement custom configurations, scripts, and lightweight development solutions to meet client-specific requirements, including dashboards, API integrations, data transformations, AI-agent configurations, and web-based applications.
• Write and maintain full-stack code for client customizations and internal automation tools.
• Architect and build web-based solutions tailored to client needs.
• Coordinate with development teams on client-specific integrations, API customizations, and feature requests.
• Develop workarounds for platform limitations and advocate for product enhancements based on recurring client needs.
Technical Support and Issue Resolution – L2/L3
• Diagnose, troubleshoot, and resolve complex technical issues across enterprise platforms and client environments.
• Perform detailed root-cause analysis through SQL queries, log reviews, and systematic troubleshooting.
• Implement short-term workarounds and contribute to long-term fixes.
• Manage incidents from end to end, including reproducing issues, assessing impact and priority, coordinating cross-functional resolution, validating fixes, and communicating outcomes to stakeholders.
• Escalate issues appropriately to Engineering and Product teams while maintaining ownership of client communication and resolution tracking.
• Support production incidents and urgent deployments in accordance with secure deployment processes.
Documentation, Knowledge Management, and Automation
• Create and maintain knowledge-base articles, troubleshooting guides, and best-practice documentation.
• Ensure technical content remains current with product releases.
• Identify patterns in support tickets and recommend product or process improvements supported by data and evidence.
• Automate repetitive support tasks through scripting and workflow automation to improve efficiency and reduce resolution times.
• Contribute to quality-assurance activities, including test automation, regression testing, and user acceptance testing coordination for platform updates.
Cross-Functional Collaboration
• Partner with Product Management, Engineering, and Implementation teams to drive issue resolution and product improvements.
• Participate in customer-success reviews and post-implementation check-ins to identify adoption opportunities and technical risks.
• Mentor junior support team members and contribute to knowledge-sharing initiatives.
Required Experience and Technical Skills
• At least five years of hands-on experience in technical support, customer-success engineering, or SaaS operations.
• Full-stack development proficiency and the ability to build web-based applications across front-end and back-end technologies.
• Strong expertise in API design and integration, with demonstrated experience building or consuming RESTful APIs and webhooks.
• Advanced knowledge of Model Context Protocol (MCP), including experience implementing MCP-based integrations or tools.
• At least five years of SQL experience, including writing queries, analyzing data, and troubleshooting data-related issues.
• Experience using AI tools and APIs to build AI-powered client solutions.
Core Competencies
• Strong analytical and problem-solving skills, with the ability to troubleshoot technical issues methodically and independently.
• Excellent written and verbal communication skills, with the ability to adapt technical explanations for developers, business users, and executives.
• Customer-first mindset and a strong sense of ownership.
• Commitment to driving client success, adoption, and measurable outcomes.
• Ability to learn new platforms and systems quickly.
• Strong organizational skills and the ability to manage multiple concurrent issues while meeting response-time expectations.
• Comfortable working proactively in fast-paced and ambiguous environments.
Nice to Have
• Proficiency in Python or another modern programming language for backend development and scripting.
• Experience with front-end frameworks such as React or Vue.
• Experience with ServiceNow, ticketing systems, or support-management platforms.
• Exposure to supply chain, procurement, or logistics.
• Bachelor’s degree in Computer Science, Engineering, or a related field.
