We are seeking a remote, full-time Technical Support Specialist with experience in Tier 3 software support, who is bilingual in English and either Spanish or Portuguese. You will join the Customer Services team of our U.S. client. You'll investigate, diagnose, and resolve challenging product and integration problems, all while collaborating closely with Product, Engineering, and Tier 1 & 2 Support. Your work will directly impact customer satisfaction, product quality, and long-term scalability of our support operations.
Our client is a fintech company that provides commodities managers with task automation and timely insights on their trades, including risk exposure, positions, and profits and losses. With over 5 million trades on its SaaS platform, the company is an award-winning industry leader that counts among its customers some of the world's largest financial firms. Our client is growing rapidly and is seeking innovative, bold risk-takers to advance its product strategy of market disruption and expansion.
Responsibilities
Serve as the escalation point for Tier 2 on complex, technical customer support issues
Troubleshoot software bugs, data anomalies, API issues, performance concerns, and environment-specific problems
Collaborate with Engineering and Product teams to diagnose root causes, document findings, and follow through on resolutions
Reproduce customer issues, collect logs, analyze er messages, and recommend workarounds when necessary
Maintain deep knowledge of the client's platform, integrations, APIs, and system behavior
Contribute to internal documentation and knowledge sharing to improve team-wide troubleshooting
Identify patterns in support cases and provide insights to Product and Engineering for continuous improvement
Participate in post-incident reviews and ensure learnings are translated into process or product changes
Required Experience
Excellent English and either Spanish or Portuguese communication skills
3+ years of experience in technical support, including Tier 3 support, preferably in a SaaS or enterprise software environment
Strong troubleshooting skills and technical fluency, such as experience reading logs, querying data, and diagnosing back-end issues
Familiarity with APIs and tools like Mode or browser dev tools
Excellent communication ability, translating technical details into clear explanations for customers and internal teams
Experience working with product and engineering teams to resolve bugs or product limitations
Experience in energy trading, ETRM/CTRM software, financial, or ERP systems
Desire to work in an environment that:
Embraces diversity
Maintains a client-centric approach to building products
Strives to maintain a world-class organization
Loves technology
Proven ability to stay self-motivated, work hard, own problems from start to finish, and bring order from chaos
Demonstrated ability to work independently or as part of a broader team.
Trustworthy, team-oriented, transparent, and fun
Preferred Experience
Experience with Python
Additional Information
Know that your ideas are heard and matter. Think big!
Own your job and be recognized for your contributions
Work with smart, creative people
Making mistakes is human. Let's learn from them and be transparent!
Be recognized as an individual, no presumptions or judgment. Be the extraordinary you!
15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays
Start: ASAP