Technical Support Specialist

Wise Insight; Lisboa; On-site; EUR 9,300 - 11,000; Full time

Job summary

Wise Insight in Lisbon, Portugal, is seeking a Technical Support Specialist to deliver first-line API and cloud-based solution support. The role focuses on troubleshooting standard issues, addressing customer inquiries promptly, and ensuring high-quality service in line with procedures and standards.

The ideal candidate has at least 2 years in technical support, fluent English, and strong problem-solving and communication skills.

Qualifications

• Minimum of 2 years of experience in technical support or a related field.
• Fluency in English, both written and spoken.
• Ability to learn basic "vibe coding" concepts and perform simple technical tasks.
• Strong communication, problem-solving, and customer service skills.
• Ability to work in a fast-paced, international environment.

Responsibilities

• Provide first-line technical support for API-related issues involving AI and cloud-based solutions.
• Gather and assess relevant troubleshooting information before resolving or escalating technical issues.
• Interpret common API and HTTP errors, distinguishing between client-side and server-side issues.
• Review basic request/response data, endpoints, methods, headers, payloads, status codes, and error messages.
• Read and understand simple code snippets used to make API calls.
• Validate AI-generated or bot-provided answers against official documentation or reliable sources before relying on them.
• Respond to customer queries and service requests in a timely and professional manner.
• Escalate complex or unresolved technical issues through internal channels.
• Support customers across international markets and multiple time zones.
• Follow all applicable compliance, operational, process, and quality requirements.

Job description

Work Model: On-site
Language: English
Schedule: Monday to Friday, 09:00 to 18:00, with weekends off
Gross Salary: €920 gross/month

The Role:

The Technical Support Specialist provides first-line technical support to customers using AI and cloud-based solutions. The role focuses on troubleshooting standard technical issues, addressing customer queries in a timely and professional manner, and ensuring service delivery in accordance with established procedures, quality standards, and operational requirements.

Key Responsibilities:

• Provide first-line technical support for customer API-related issues involving AI and cloud-based solutions.
• Gather and assess relevant troubleshooting information before resolving or escalating technical issues.
• Interpret common API and HTTP errors, including distinguishing between client-side and server-side issues.
• Review basic request and response data, including endpoints, methods, headers, payloads, status codes, and error messages.
• Read and understand simple code snippets used to make API calls.
• Validate AI-generated or bot-provided answers against official documentation or other reliable sources before relying on them.
• Respond to customer queries and service requests in a timely and professional manner.
• Escalate complex or unresolved technical issues through the appropriate internal channels.
• Support customers across international markets and multiple time zones.
• Follow all applicable compliance, operational, process, and quality requirements.

Requirements and Qualifications:

• Minimum of 2 years of experience in technical support or a related field.
• Fluency in English, both written and spoken.
• Strong critical-thinking and analytical skills, particularly when reviewing AI-generated answers or automated support recommendations.
• Willingness and ability to learn basic "vibe coding" concepts and perform simple technical tasks to support routine operations.
• Ability to follow established procedures and resolve standard technical support issues effectively.
• Strong communication, problem-solving, and customer service skills.
• Ability to work in a fast-paced, international environment.

Mandatory Technical Requirements:

• Basic knowledge of HTTP, APIs, JSON, and common HTTP status codes.
• Basic code literacy, especially the ability to understand and interpret simple API call examples.