Technical Support Expert (Tier 2), Americas/BRT

Jobgether; Brasil; Remote; BRL 60,000 - 120,000; Full time

Benefits offered by this job

Fully remote

Competitive pay

Global team

Professional development

Job summary

Jobgether is seeking a Technical Support Expert (Tier 2) for the Americas/BRT region, based in Brazil. In a fast-growing AI-driven B2B SaaS environment you will investigate complex issues, troubleshoot integrations across APIs and third-party systems, and own escalations from first-line support.

You will collaborate with Customer Success, Product, and Engineering, document solutions, and contribute to automation and knowledge bases, while maintaining clear communications with international

Qualifications

• 3+ years in Tier 2/second-line technical support for a B2B SaaS company.
• Experience independently investigating and resolving complex escalations, including bug reproduction and root-cause analysis.
• Hands-on knowledge of HTTP/REST APIs with Postman/Insomnia/cURL.
• Ability to read and troubleshoot JSON payloads, API responses, and logs.
• Scripting experience, preferably Python, for automation.
• Fluent English, strong communication with international stakeholders.
• Previous remote work experience in distributed teams.

Responsibilities

• Investigate, reproduce, troubleshoot, and resolve complex technical issues escalated by first-line support.
• Diagnose integration issues with Translation Management Systems (TMS) and third-party MT/LLM providers.
• Perform root-cause analysis using logs, API requests, JSON payloads, and technical evidence.
• Escalate unresolved issues to R&D with clear steps and context, and track through resolution.
• Maintain communication with support teams and stakeholders, providing timely updates.
• Participate in customer calls, guiding troubleshooting and providing technical advice.
• Support incident management and help communicate updates to customers.
• Document technical scenarios, workarounds, and solutions in knowledge bases.
• Develop scripts to automate workflows and improve monitoring/tools.

Skills

APIs

RESTful APIs

Postman

cURL

Python scripting

English (Fluent)

Remote work experience

Analytical thinking

Communication

Tools

Postman

Insomnia

JSON

SQL basics

Logging/Monitoring tools

Statuspage

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Expert (Tier 2), Americas/BRT based in Brazil.

We are looking for an experienced Technical Support Expert to join a second-line support team within a fast-growing, AI-driven B2B SaaS environment. In this role, you will investigate complex technical issues, troubleshoot enterprise integrations, and identify root causes across APIs, platforms, and third‑party systems. You will act as a key technical resource for first‑line support, Customer Success, Technical Account Management, Product, and Engineering teams. You will take ownership of escalated issues, ensuring they are thoroughly investigated, documented, and resolved efficiently. You will also contribute to improving support processes through automation, scripting, and knowledge sharing. This is an excellent opportunity to work with cutting‑edge AI translation technologies in a fully remote, multicultural, and international environment.

Accountabilities

• Investigate, reproduce, troubleshoot, and resolve complex technical issues escalated by first‑line support, using platform tools, test environments, and API utilities.
• Diagnose integration issues involving Translation Management Systems (TMS), such as Trados, memoQ, XTM, and Phrase, as well as third‑party machine translation and Large Language Model (LLM) providers.
• Perform detailed root‑cause analysis using logs, API requests, JSON payloads, and other technical evidence.
• Escalate unresolved issues to Research and Development (R&D) with clear reproduction steps, logs, technical context, and documented business impact, while following them through to resolution.
• Maintain effective communication with first‑line support, Technical Account Managers, Customer Success Managers, Product, and Engineering teams, ensuring stakeholders receive timely updates.
• Participate in technical customer calls when necessary, taking ownership of troubleshooting and providing clear technical guidance.
• Support incident management by notifying relevant stakeholders and helping communicate updates to affected customers.
• Document technical scenarios, workarounds, and solutions in internal and external knowledge bases.
• Identify opportunities to improve workflows, monitoring, alerting, and support tooling by developing reusable scripts and automation.
• Provide occasional first‑line support coverage and participate in on‑call rotations for high‑severity incidents outside standard working hours.

Requirements

• At least 3 years of experience in Tier 2 / second‑line technical support or support engineering within a B2B SaaS company, supporting external paying customers.
• Proven experience independently investigating and resolving complex technical escalations, including bug reproduction, log analysis, and root‑cause identification.
• Hands‑on knowledge of HTTP and RESTful APIs, with experience using tools such as Postman, Insomnia, or cURL.
• Ability to read, interpret, and troubleshoot JSON payloads, API responses, and technical logs.
• Scripting experience, preferably with Python, including developing automation for repetitive tasks and technical investigation.
• Ability to produce clear, structured bug reports and technical escalations that enable engineering teams to take action independently.
• Fluent written and spoken English, with strong communication skills for collaborating with international stakeholders.
• Previous experience working remotely within distributed and multicultural teams.
• Strong analytical thinking, problem‑solving abilities, attention to detail, and a proactive approach to technical challenges.

Preferred Qualifications

• Experience in localization or translation technology, including Translation Management System (TMS) configuration and continuous localization workflows.
• Experience supporting production products powered by Large Language Models (LLMs) or Machine Translation (MT).
• Familiarity with AI tools and their practical application in everyday workflows.
• Knowledge of SQL and HTML.
• Experience troubleshooting third‑party integrations, connectors, and webhooks.
• Familiarity with incident communication platforms, such as Statuspage.
• Experience using support and project management tools such as Plain, Linear, Jira, Confluence, or equivalent platforms.

Benefits

• Competitive compensation.
• Fully remote working environment.
• Opportunity to collaborate with international teams and global enterprise customers.
• Exposure to advanced AI technologies, including enterprise AI agents, machine translation, and LLM‑powered solutions.
• Opportunity to contribute directly to product development, technical improvements, and company growth.
• A collaborative, multicultural environment built on flexibility, transparency, trust, and ownership.
• Autonomy and responsibility, with opportunities to influence technical decisions and improve internal processes.
• Continuous learning and professional development through hands‑on work with innovative technologies.
• Opportunity to work alongside experienced professionals across Software Engineering, Language Engineering, Product, and Operations.

How Jobgether works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!