Technical Support Engineer

Alliants; Buenos Aires; Teletrabalho; USD 30.000 - 33.000; Tempo integral

Resumo da oferta

A leading company is seeking a Technical Support Engineer (L2) to join their Customer Support team. This remote role focuses on providing advanced technical support for the Alliants Experience Platform (AXP). Responsibilities include diagnosing complex issues, collaborating with various teams, and contributing to platform improvements. The ideal candidate has experience with SaaS applications, APIs, and troubleshooting techniques. The position offers a competitive salary, flexible work arrangements, and a commitment to diversity and inclusion.

Serviços

Competitive salary and up to 10% annual bonus

Remote & flexible work

25 days holiday

Monthly allowance

Training budget

Plant a Great Oak tree upon joining

Qualificações

• Experience troubleshooting SaaS applications and integrations.
• Knowledge of APIs (REST/SOAP) and testing tools like Postman.
• Understanding of Webhooks, Linux diagnostics, databases, and scripting.

Responsabilidades

• Provide advanced L2 technical support for customers using the AXP.
• Diagnose and resolve complex issues, manage escalated tickets.
• Collaborate with Support, Product, and Engineering teams.

Conhecimentos

Troubleshooting

APIs

Linux diagnostics

Database Management

Scripting

Web technologies

Cloud platforms

Ferramentas

Postman

Jira

Git

Descrição da oferta de emprego

Join to apply for the Technical Support Engineer role at Alliants.

We’re Hiring a Technical Support Engineer (L2)

Location: Remote Argentina

Salary: $30,000 - $33,000 per year

Applications accepted until: Thursday, 22nd May 2025

At Alliants, we're on a mission to transform customer engagement. We value working smart, pushing company culture boundaries, and creating future-proof customer experiences.

Are you passionate about creating meaningful customer experiences and helping organizations deliver on their brand promises? Join us as a Technical Support Engineer (L2) in our growing Customer Support team!

The role:

As a key member of the Services team, reporting to the Customer Support Manager, you will provide advanced L2 technical support for customers using the Alliants Experience Platform (AXP). Responsibilities include diagnosing and resolving complex issues, managing escalated tickets, collaborating with Support, Product, and Engineering teams, and contributing to platform improvements.

Technical Support and Troubleshooting:

• Develop understanding of the AXP architecture, APIs, integrations, and deployment environments.
• Conduct troubleshooting, including log analysis, code review, and performance diagnostics.
• Debug and resolve issues at application and infrastructure levels.
• Perform root cause analysis and recommend solutions.
• Manage issues based on priority levels (P1, P2, P3, etc.).
• Collaborate with product and engineering teams for long-term solutions.
• Perform configuration tasks, front-end changes, and client integrations.

System Analysis and Optimization:

• Monitor system performance for stability and scalability.
• Investigate integration issues with third-party systems.
• Propose workflow improvements based on recurring issues.

Information Gathering and Communication:

• Collect and analyze technical data to diagnose issues.
• Communicate findings clearly to technical and non-technical stakeholders.
• Document analyses and recommendations.

Knowledge Management:

• Maintain troubleshooting guides and best practices.
• Share expertise with team members.
• Stay updated on product developments and technologies.

Process and Incident Management:

• Own escalated issues, ensuring SLA adherence.
• Identify patterns and recurring issues.
• Maintain detailed Jira tickets for development.
• Create messaging templates for customer setups.

Collaboration and Technical Advocacy:

• Act as a technical advocate with engineering teams.
• Participate in review sessions and training.
• Support L1 team and join customer calls as needed.

Essential skills:

• Experience troubleshooting SaaS applications and integrations.
• Knowledge of APIs (REST/SOAP) and testing tools like Postman.
• Understanding of Webhooks, Linux diagnostics, databases (PostgreSQL, MySQL, SQL Server), and scripting (Python, JavaScript).
• Web technologies (HTML, CSS, JavaScript), cloud platforms (AWS, Azure, GCP), and monitoring tools (Splunk, Datadog).

Nice to have:

• Experience in hospitality and Property Management Systems.
• Knowledge of messaging platforms (Twilio, Smooch), Agile methodologies, version control (Git), and CI/CD pipelines.

Benefits:

• Competitive salary and up to 10% annual bonus.
• Remote & flexible work, 25 days holiday, monthly allowance, training budget.
• Plant a Great Oak tree upon joining.

We celebrate diversity and are committed to creating an inclusive environment for all employees.