Technical Support Expert (Tier 2), Americas/BRT

Intento; United States; Remote; USD 85,000 - 110,000; Full time

Job summary

Intento is seeking a capable Second-line Technical Support Engineer to investigate complex issues escalated by first-line support for a B2B SaaS platform. You will reproduce problems across product, APIs and customer integrations, working with engineering teams to provide evidence and drive resolutions.

You will troubleshoot integrations, coordinate with vendors, and communicate clearly with customers during incidents, while documenting scenarios and building robust knowledge bases.

Qualifications

• At least three years in second-line technical support for a B2B SaaS company serving external customers.
• Experience handling escalations through reproduction, logs and root-cause analysis.
• Ability to read JSON payloads and logs and work with API responses.
• Clear technical writing that lets engineers act on bug reports without follow-up.
• Fluent English with remote work experience in distributed teams.

Responsibilities

• Reproduce, investigate and resolve escalated issues using the platform, test environments and API tools.
• Troubleshoot integrations with translation management systems and MT or language-model providers; contact vendors when an issue originates with their services.
• Escalate well-documented bugs to engineering, including reproduction steps, logs, scope and customer impact, and follow them through to resolution.
• Keep support and customer-facing teams informed, and help communicate with customers during incidents.
• Document scenarios, workarounds and fixes in knowledge bases, and improve workflows, alerts and reusable scripts or automations.
• Join customer technical calls when needed, occasionally cover the first-line queue and take on-call coverage for high-severity issues outside standard hours.

Skills

HTTP/REST APIs

Python scripting

Technical writing

English proficiency

B2B SaaS support

Tools

Postman

Insomnia

cURL

Job description

Role overview

Investigate complex technical issues escalated by first-line support for a business-to-business software platform. You’ll reproduce problems across the product, APIs and customer integrations, resolve them where possible, or give engineering teams the evidence they need to act. Most coordination is internal, with occasional customer troubleshooting calls and participation in high-severity incident response.

Responsibilities

• Reproduce, investigate and resolve escalated issues using the platform, test environments and API tools.
• Troubleshoot integrations with translation management systems and machine translation or language-model providers; contact vendors when an issue originates with their services.
• Escalate well-documented bugs to engineering, including reproduction steps, logs, scope and customer impact, and follow them through to resolution.
• Keep support and customer-facing teams informed, and help communicate with customers during incidents.
• Document scenarios, workarounds and fixes in knowledge bases, and improve workflows, alerts and reusable scripts or automations.
• Join customer technical calls when needed, occasionally cover the first-line queue and take on-call coverage for high-severity issues outside standard hours.

Requirements

• At least three years in second-line technical support or support engineering at a B2B SaaS company serving external, paying customers.
• A track record of personally handling escalations through bug reproduction, log analysis and root-cause investigation.
• Practical knowledge of HTTP and REST APIs, API tools such as Postman, Insomnia or cURL, and reading JSON payloads and logs.
• Scripting experience used to automate tasks or build investigation tools; Python is preferred.
• Clear technical writing that lets engineers act on bug reports without needing follow-up details.
• Fluent written and spoken English, and experience working remotely with a distributed, multicultural team.

Nice to have

• Experience with localization or translation technology, translation management systems or continuous localization workflows.
• Production experience with AI- or machine-translation products, and familiarity with SQL, HTML, integrations, connectors or webhooks.
• Experience communicating incidents, or with support and project tools such as Plain, Linear, Jira or Confluence.