Technical Support - Tier 1+2 (B2B focussed)

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