Support Specialist

Lemontech; A distancia; MXN 627,000 - 897,000; Jornada completa

Descripción de la vacante

A leading LATAM SaaS Legaltech company in Veracruz is seeking a Technical Support Specialist to manage client support tickets, understand reported errors, and document solutions. The ideal candidate will have at least 4 years of experience in technical support, with skills in HTML and SQL. The role offers flexibility to work from anywhere, additional vacation, and a supportive team culture focused on continuous improvement. Join us to be part of transforming the future of LegalTech.

Servicios

Work From Anywhere

Extra week of vacation

Flexible hours

Rest areas

Team culture

Co-financing of studies

Complementary health insurance

Postnatal parental leave

Formación

• Minimum 4 years of experience in technical support or customer service.
• Ability to manage multiple simultaneous cases and prioritize correctly.
• Experience with ticketing tools such as Intercom or Zendesk.

Responsabilidades

• Review and manage support tickets and escalations in Jira.
• Understand client-reported errors to reproduce them accurately.
• Document management procedures and solutions for traceability.

Conocimientos

Technical support experience

Intermediate HTML skills

SQL skills

Intercom

Ticketing tools experience

Prioritization of tasks

Herramientas

Postman

Jira

Descripción del empleo

Overview

LemonTech is a leading LATAM SaaS Legaltech company with more than 15 years in the market and a base of active users across the region.

We partner with Accel-KKR, reinforcing our world‑class tech trajectory. Our goal is to digitalize processes and reduce bureaucracy in the judicial system, driving a modern and just legal world.

We work to deliver scalable high‑quality solutions that capture, store, and deliver useful data for decision making across the organization.

Our data team collaborates closely with engineering, product, and business to ensure data integrity, agility, and governance throughout the company.

Responsibilities

Review and manage support tickets in Intercom and escalations in Jira, ensuring timely and effective attention.

Deeply understand client‑reported errors to reproduce them accurately, escalated to engineering with clear context.

Attend and resolve client requests within the committed SLA agreements.

Document all management, procedures, and solutions in the established tools for traceability and support quality.

Perform massive data loads and functional configurations in the systems to satisfy specific client needs.

Collaborate with Support Lead to identify operational improvement opportunities and increase support team efficiency.

Execute medium‑complexity SQL queries to validate data and perform technical diagnostics.

Conduct functional and API tests in controlled environments to verify platform behavior and error reproductions.

Qualifications

Minimum 4 years of experience in technical support or customer service.

Intermediate HTML, SQL skills and use of Postman.

Experience with ticketing tools (Intercom, Zendesk or similar).

Ability to manage multiple simultaneous cases and prioritize correctly.

Optional: Experience with VPN tools (Twingate).

Optional: Experience replicating errors in test environments.

Plus

Knowledge of agile methodologies for ticket management and teamwork.

Previous experience in Legaltech or SaaS companies would give better product context.

Ability to propose improvements in internal processes and documentation, and experience with other support and database management tools.

Benefits

• Work From Anywhere (WFA) – Flexibility to work from any location.
• Extra week of vacation – One additional week beyond the legal days per country.
• Flexible hours – Work from home or office.
• Rest areas – Lounge with snacks and fruit to decompress.
• Team culture – Collaborative environment focused on reaching goals.
• Co‑financing of studies – Support for professional development.
• Complementary health insurance (Chile only) – Wellness and peace of mind.
• Postnatal parental leave of 1 month – Time to enjoy with your baby.

Apply now to transform the future of LegalTech!