L2 Technical Support Consultant

Supportyourapp; Xico; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A technology support company is seeking a dedicated individual to provide L2 technical support. The role involves troubleshooting web applications, collaborating with development teams, and managing defects. Candidates should have excellent English communication skills and experience with Jira and Confluence. This position offers a fully remote work environment and a fixed schedule, emphasizing work-life balance and personal development.

Servicios

Fixed schedule

Fully remote

Good bonuses for referring friends

Paid intensive training

Formación

• 1+ years of experience providing support for software applications or products.
• Hands-on experience with Jira, Confluence, and ServiceDesk.
• Basic knowledge of the HTTP protocol and REST API.

Responsabilidades

• Provide exceptional L2 technical support via emails.
• Identify, analyze, and resolve technical issues.
• Document recurring issues and solutions in the company's knowledge base.

Conocimientos

Excellent English communication skills

Troubleshooting and problem-solving

Customer-oriented attitude

Excellent interpersonal skills

Herramientas

Jira

Confluence

ServiceDesk

Descripción del empleo

Passionate about the world of tech?

What you will do

• Provide exceptional L2 technical support via emails
• Identify, analyze, and resolve technical issues, ensuring effective solutions for customers
• Manage defects throughout the operational workflow
• Troubleshoot and support web applications
• Collaborate with the development team to enhance documentation and clarify materials related to troubleshooting, maintenance, and custom development
• Contribute to building and improving integration processes to ensure smooth and efficient onboarding for customers
• Document recurring issues and solutions in the company's knowledge base
• Provide feedback on support process efficiency and suggest improvements
• Assist customers in configuring the product to match their business needs

What you need to succeed in this role

• Excellent English communication skills (at least C1 for both spoken and written)
• 1+ years of experience providing support for software applications or products
• Hands‑on experience with Jira, Confluence, and ServiceDesk
• Understanding of UX / UI principles
• Basic knowledge of the HTTP protocol and REST API
• Excellent troubleshooting and problem‑solving abilities
• Customer‑oriented and responsible attitude
• Excellent interpersonal skills

Benefits and Perks

• Fixed schedule: Monday to Friday, 6 AM - 2 PM GMT-3
• Opportunity to work fully remotely
• Inclusive international environment
• Compensation in USD
• Good bonuses for referring friends
• Paid intensive training and probation
• Work‑life balance
• Responsive management interested in your growth and long‑lasting cooperation
• Greenhouse conditions for self‑development

Who we are

SupportYourApp is a Support‑as‑a‑Service company that provides secure technical, customer support, and CX services for tech companies around the globe. We work with clients from over 30 countries and speak over 60 languages. Since we've become an industry leader in premium outsourced customer support and turned global with 8 hubs around the world.

We treat our team like our clients, surrounding them with unlimited care, an individual approach, and a wholesome positive experience.

We welcome people with various backgrounds and experiences.

Grab the chance to join us and send your CV in English, pointing out your outstanding skills.

The assessment of candidates is not affected by such characteristics as race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of opportunities and benefits. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.