Technical Support - Tier 1+2 (B2B focussed)

About the position

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

Place of work