Product Support Specialist II

Required skills

Requirements

3+ years of product support or customer-facing technical support experience
Experience with advanced product troubleshooting beyond Tier 1 scope
Ability to investigate integrations, APIs, data issues, and configuration problems
Ability to own cases end to end, including customer communication and resolution
Experience with documenting issues, steps taken, and resolutions clearly
Ability to manage multiple priorities while meeting deadlines
Ability to analyze problems, investigate root causes, and propose solutions
Proficiency with productivity tools (Microsoft Office, Google Workspace, etc.)
Strong communication skills in both spoken and written English

Investigate and resolve issues outside Tier 1 scope
Troubleshoot APIs, integrations, data inconsistencies, and configuration errors
Analyze logs, reproduce reported problems, and determine root causes
Own support cases end to end, including customer communication
Identify recurring issues and contribute to internal documentation and playbooks
Escalate validated bugs or complex system problems to Tier 3

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LATAM · 100% Remote Long-term · 40h/week 3+ years

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