Customer Support (SaaS)

Userpilot; Mexico; On-site; MXN 446,000 - 781,000; Full time

Benefits offered by this job

Competitive base salary

Performance bonuses

Training opportunities

Conference participation

Career progression opportunities

Job summary

Userpilot is seeking an experienced Customer Support Engineer to join our growing team in Mexico. You will be the voice of our customers, diagnosing and resolving SaaS integration issues and guiding users through best practices.

Responsibilities include debugging across SDKs, APIs, and web tech, communicating clearly in English, and contributing to docs. You’ll work closely with product teams to drive customer success and learn continuously in a fast-paced SaaS environment.

Qualifications

• Minimum 1 year of experience as a Technical Support Engineer.
• Degree in Computer Science, Information Technology, or similar discipline.
• Excellent English speaking, writing, and reading comprehension.
• Creative and critical thinking to deliver effective workarounds while learning and adapting to new problems.
• Great knowledge of modern web technology fundamentals and debugging tools (HTML/CSS/JS, HTTP/REST, client-side apps, JSON, client-server concepts, Web DevTools).
• Ability to demonstrate empathy, clear communication, and strong ownership.

Responsibilities

• Diagnose and resolve implementation issues across SDKs, APIs, and integrations.
• Craft pragmatic solutions by understanding customer use cases and leveraging Userpilot’s toolset to achieve desirable outcomes.
• Answer customer inquiries using your deep product knowledge. Explain behaviors clearly and recommend best practices.
• Escalate thoughtfully when needed, summarizing the context, impact, and next steps to the appropriate team to drive a timely resolution.
• Contribute to documentation and offer suggestions for process improvements.

Skills

Technical Support

English Proficiency

Web Technologies

HTML/CSS/JS

REST/HTTP

Empathy & Communication

Education

Bachelor’s in CS/IT

Tools

Web DevTools

JSON

REST APIs

Job description

Userpilot is a leading product engagement and analytics software used by 1,200+ companies worldwide. Our pioneering event-based tracking solution gives product teams the ability to gain insights into how to best acquire, convert, and retain their users with the additional help of user engagement and feedback tools.

About the Job:

Userpilot, a leading B2B SaaS Product Growth Platform, is seeking an experienced Customer Support (SaaS) to join their growing team. You will be the voice of our customers and the main driver of change. You’ll be working closely with customers and interacting with them daily.

Key Responsibilities:

• Diagnose and resolve implementation issues across Userpilot SDKs, APIs, and integrations.
• Craft pragmatic solutions by understanding customer use cases and leveraging Userpilot’s toolset to achieve desirable outcomes.
• Answer customer inquiries using your deep product knowledge. Explain behaviors clearly and recommend best practices.
• Escalate thoughtfully when needed, summarizing the context, impact, and next steps to the appropriate team to drive a timely resolution.
• Contribute to documentation and offer suggestions for process improvements.

Required Skills & Experience:

• A minimum of 1 year of experience as a Technical Support Engineer.
• A degree in Computer Science, Information Technology, or similar technical disciplines.
• Excellent English speaking, writing, and reading comprehension.
• Creative and critical thinking to deliver effective workarounds while continuously learning and adapting to new problems.
• Great knowledge of modern web technology fundamentals and debugging tools (HTML/CSS/JS, HTTP/REST, client-side apps,JSON, client-server concepts, Web DevTools).
• Ability to demonstrate empathy, clear communication, and strong ownership.

Bonus Points:

• Experience with data analytics tools.
• Development experience of web applications.
• Competitive base salary and attractive performance bonuses
• Training opportunities, participation in industry events, and conferences
• Excellent opportunities for career progression