Support Specialist - LATAM | Remote

360Dialog; United States; Remote; MXN 337,777 - 426,666; Full time

Benefits offered by this job

Competitive salary package

Remote work flexibility

Opportunities for professional growth

Job summary

A leading messaging platform company is seeking a technical support professional to provide customer support via various channels, troubleshoot API issues, and collaborate with sales teams. Ideal candidates will have 2-3 years of experience in support roles, strong communication skills, and a solid understanding of web technologies. This role offers remote work flexibility and a competitive salary between $19k and $24k annually, depending on experience.

Qualifications

• 2-3 years in support or technical support roles.
• Fluent in English (C1) and another language.

Responsibilities

• Provide support via tickets, chat, email, and online meetings.
• Liaise with the L2 team for solutions.
• Help troubleshoot the API and solve technical problems.
• Support partners and clients in navigating the WhatsApp API.
• Communicate with Meta representatives.
• Collaborate with Sales and Account Management Teams.

Skills

Strong customer focus

Troubleshooting skills

Communication skills

Tools

Slack

Atlassian JIRA

Google Workspace

Intercom

Job description

360dialog is the leading Whatsapp platform for Independent Software Providers. We are hosting the Whatsapp channels for more than 800 software solutions and 45000+ B2B clients. As a bootstrapped and profitable company with no investors in the cap table, we are free to do what makes sense from the business as well as from the tech perspective. Our mission is to enable businesses to not only adapt messaging channels but also use them for performance use cases and drive revenue through them. We love to use state of the art engineering methods all over the place, in software development, tech operations but you will find them also in non-tech areas through the whole organization.

We are looking for like-minded people to join our organization and contribute with their ideas, skills and expertise in exchange for a good payment.

What we offer

• Join a dynamic, innovative team where you'll collaborate with some of the brightest minds in tech
• Enjoy daily opportunities to learn, grow, and push the boundaries of what's possible
• Work from anywhere in the world with full remote flexibility
• Receive a competitive salary package that reflects your skills, experience and achievements

NB: This is a contract-based position. We are a fully remote company and welcome applicants from anywhere in the world—please disregard the listed countries, which are included only due to system requirements.

Key Responsibilities

• Provide support to our customers using the company channels - tickets, chat, email, and online meetings
• Liaise with our L2 team to find solutions
• Help troubleshoot our API and solve technical problems
• Support our partners and clients in navigating the WhatsApp API ecosystem
• Communicate with Meta representatives
• Close collaboration with EMEA Sales and Account Management Teams

Key Requirements

Your Profile

• 2-3 years in support / technical support or related roles
• Interested in moving into a more challenging support position

Hard Skills

• Experience with web dev technologies (HTML, JavaScript, CSS), APIs
• Hands-on experience with REST APIs & Webhooks
• Solid understanding of tech fundamentals and popular support tools (Slack, Atlassian JIRA, Google Workspace, Intercom or similar)
• Language skills: English (fluent / C1 ) and one other language

Soft Skills

• Strong customer focus (you enjoy engaging and helping customers)
• Strong troubleshooting and problem-solving skills
• Strong communication skills (ability to listen, question, clarify, empathise, understand context, use appropriate tone and language)
• Able to manage multiple tasks in a fast-paced environment

Bonus Skills

• Experience with WhatsApp Business API or Meta Graph API
• Programming skills (SQL, JavaScript, Python, React)
• Familiarity with logging and monitoring tools (eg: Grafana or similar)
• People management experience
• Additional language proficiency

Budget

The budget range for this role is $19k/year - $24k/Year, depending on the candidate's level of experience and fit with the position requirements.

Background Check Notice

By submitting your application, you acknowledge and agree that 360Dialog may conduct a background check as part of the recruitment and selection process. This may include, verification of your professional experience, educational background, and other relevant information necessary to assess your suitability for the role.