Technical Support Expert (Tier 2), Americas/BRT

Intento; 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

About Intento

Founded in 2016, Intento has grown alongside the AI and language technology industry itself — from early machine translation, through the rise of LLMs, to the AI agents we build today. Throughout that shift, the problem we're solving hasn't changed: helping global enterprises communicate authentically in the native language of every customer and employee. What's changed is our ability to solve it well. Today, Intento is AI Agents for Enterprise Translation: we automate translation for global enterprises across every touchpoint — websites, apps, help centers, support, and internal tools — in 650+ languages, with AI agents that meet the requirements of each company: terminology, tone, and compliance. Not just fluency.

We've built this fully remotely, with a diverse team spread across the world, held together by a culture of teamwork, ownership, and trust. And because the technology we work with keeps moving, so do we — we don't hold onto an approach just because it used to work. When something changes in the landscape, or in what our customers need, we adjust fast and keep building.

Why Intento?

At Intento, we're solving a problem that looks simple from the outside and isn't: getting AI to translate not just fluently, but to the requirements of each company — terminology, tone of voice, compliance — and to verify and repair the output automatically when it falls short. It's a harder, more interesting engineering and product problem than most AI applications get to work on, and it's why 60+ global enterprises, including Indeed, Hexagon, Strava, and Agilent, trust Intento with it.

We're a multicultural team working remotely from different parts of the world, with a culture built around flexibility, transparency, and ownership. We offer competitive compensation and an environment where people are trusted to do their best work.

• Join a fast-paced environment where you can directly shape the course of the company.
• Get real transparency into business strategy and decisions — you'll understand the big picture and your impact on it.
• Enjoy a balance of autonomy and responsibility: make decisions and own outcomes.
• Work on a genuinely hard problem — translation that meets enterprise requirements automatically, beyond fluency — alongside people who've thought deeply about it.
• Get hands‑on experience deploying AI agents into production for global enterprises.
• Work alongside a talented team — Software engineers, Language engineers, operations, and beyond — who care about doing the job well and supporting each other.

About the role

We’re looking for a Technical Support Expert to join our 2nd-line support team. This is the team the rest of Support, our Technical Account Managers and Customer Success Managers turn to when an issue needs an investigation.

You’ll take escalations from our 1st-line team and reproduce and root-cause problems across our API, our platform, and the integrations our enterprise customers rely on. Then you’ll either resolve the problem yourself or hand it to Development with everything they need to act on it.

Most of your communication will be with internal teams: 1st-line support, TAMs, CSMs, Product and R&D but occasionally the role may require you to also join technical calls with customers and own the troubleshooting part of the conversation.

We’re looking for someone who has already done this work at a B2B SaaS company, supporting that company’s external, paying customers.

Responsibilities

• Investigate, reproduce and resolve issues escalated from 1st-line support, using our platform, test environments and API tooling.
• Trouble‑shoot non‑trivial integration issues across TMS systems, such as Trados, memoQ, XTM and Phrase and third‑party MT/LLM providers. This includes going directly to those vendors’ teams when the root cause is on their side.
• Escalate to R&D after you’ve done your own investigation, with clear reproduction steps, logs, scope and impact. Keep driving the issue until it’s resolved.
• Keep 1st-line and customer‑facing teams updated with full context.
• Join technical calls with customers when needed and own the troubleshooting.
• During incidents, notify stakeholders and help keep customers informed
• Document new scenarios, workarounds and fixes in our internal and external Knowledge Base.
• Spot inefficient workflows and gaps in alerting or tooling, and fix them, including scripts and automations that can be reused by the rest of the team
• From time to time, cover the front‑line queue.
• Be available on‑call for high‑severity issues outside standard hours

If this sounds like a good fit for you, we'd love to hear from you!

We are looking for

3+ years in Tier-2 / 2nd-line technical support or support engineering at a B2B SaaS company, supporting that company’s external, paying customers.

• A track record of personally investigating and resolving escalated technical issues: bug reproduction, log analysis, root‑cause analysis.
• Hands‑on experience with HTTP and RESTful APIs and API tools such as Postman, Insomnia or cURL. You should be comfortable reading JSON payloads and logs.
• Scripting skills (Python preferred) that you’ve used to automate routine tasks or build investigation tools.
• The ability to write bug reports and escalations that engineers can act on without follow‑up questions.
• Fluent written and spoken English.
• Experience working remotely in a distributed, multicultural team.

Preferred

• A background in localization or translation technology, including TMS configuration and continuous localization workflows.
• Experience with LLM- or MT-based products in production, and using AI tools in your own day‑to‑day work.
• SQL and HTML.
• Experience troubleshooting third‑party integrations, connectors or webhooks.
• Experience with incident communication (e.g. Status Page).
• Familiarity with Plain, Linear/Jira, Confluence or comparable tools.