Technical Support Specialist - Tier 2

Mixmax; A distancia; MXN 899,000 - 1,259,000; Jornada completa

Descripción de la vacante

A leading software company in Veracruz is seeking a Technical Support Specialist to provide exceptional service to customers. You will become a product expert, resolving technical issues, and collaborating with the engineering team to improve product quality. The ideal candidate has 3-5 years of tech support experience and is comfortable in remote roles. Join a dynamic team dedicated to enhancing customer experience with innovative solutions.

Formación

• 3-5 years of experience in technical support, working directly with customers.
• 1+ years experience in a team lead or second-tier support role.
• Experience supporting SaaS tools and resolving technical issues for customers.

Responsabilidades

• Become a product expert to answer customer questions.
• Handle escalated issues from team members.
• Help test new product features and reproduce bugs.

Conocimientos

Technical support experience

Ability to troubleshoot software issues

Experience with Salesforce

Documentation creation

Remote work experience

Descripción del empleo

Overview

Exciting news! We just hit $10 million in annual revenue, and are looking for an experienced Technical Support Specialist to help delight our growing customer base and solve toughest technical problems, diagnose customer issues, reproduce bugs, and improve our customer experience worldwide. As a member of our second‑tier support team, you’ll also help out other team members and own projects to keep our team working better.

Within three months, you’ll

• Become a Mixmax product expert, able to answer questions about any aspect of our product
• Handle issues escalated from other team members
• Help test new product features
• Reproduce product bugs and work with our engineering team to resolve them

Within six months, you’ll

• Be comfortable handling our toughest technical problems
• Help train teammates and improve their skills

Preferred skills and background

• 3‑5 years of experience in technical support, working directly with customers and prospects to solve technical problems
• 1+ years experience as a team lead, second‑tier support team member, or other similar role
• Ability to own technical inquiries related to Mixmax's Salesforce sync, API, and webhooks; comfortable advising new users on appropriate implementation of Mixmax's technical products
• Comfortable resolving problems involving multiple pieces of software and integrations in complex customer environments
• Experience triaging technical tickets and bugs before they are sent to our engineering team; proven record of working closely with product and engineering teams to prioritize customer solutions
• Experience creating documentation and materials to help educate customers and internal teams on technical aspects of the product
• Experience remotely troubleshooting solutions for computer or operating system issues that affect customers' ability to use the product
• Experience supporting SaaS tools
• Experience with Salesforce or products that integrate with Salesforce
• Experience and past success in a remote position
• Comfortable with ambiguity and pitching in with other projects as needed

Our commitment to diversity and inclusion

San Francisco Fair Chance Ordinance. Pursuant to the San Francisco Fair Chance Ordinance, and any other local ordinances, Mixmax will consider for employment qualified applicants with arrest and conviction records.