Remote 2nd-Line Tech Support for SaaS Integrations

Intento, Inc.; United States; Remote; USD 60,000 - 110,000; Full time

Job summary

Intento, Inc. is seeking a Technical Support Expert to join our 2nd-line support team.

You will handle escalations from the 1st-line team, reproduce and root-cause issues across our API, platform, and integrations, and collaborate with Development to resolve complex problems. You’ll primarily work with internal teams (1st-line, TAMs, CSMs, Product and R&D) and occasionally join calls with customers to own troubleshooting and incident communication.

Qualifications

• 3+ years in Tier-2 / 2nd-line technical support at a B2B SaaS company.
• Investigate and resolve escalated technical issues with bug reproduction and logs.
• Hands-on with HTTP REST APIs; read JSON payloads and logs.
• Scripting skills (Python preferred) to automate tasks.
• Fluent written and spoken English; remote team experience.

Responsibilities

• Investigate, reproduce and resolve issues escalated from 1st-line support using our platform, environments and API tooling.
• Troubleshoot non-trivial integration issues across TMS systems and third-party MT/LLM providers.
• Escalate to R&D with reproduction steps, logs, scope and impact until resolved.
• Keep 1st-line and customer-facing teams updated with full context.
• Join technical calls with customers when needed and own the troubleshooting.

Skills

Escalation handling

API troubleshooting

Bug reproduction

Logging & debugging

English proficiency

Remote collaboration

Tools

Postman

Insomnia

cURL

JSON

SQL

HTML

Jira

Confluence

Job description

Intento, Inc. is seeking a Technical Support Expert to join our 2nd-line support team.

You will handle escalations from the 1st-line team, reproduce and root-cause issues across our API, platform, and integrations, and collaborate with Development to resolve complex problems. You’ll primarily work with internal teams (1st-line, TAMs, CSMs, Product and R&D) and occasionally join calls with customers to own troubleshooting and incident communication.