Tech Support Specialist

We are looking for an analytical, solution-oriented, and service-driven professional who enjoys solving problems in digital environments.The ideal candidate thrives in a fast-paced environment, approaches challenges with curiosity, and maintains a collaborative mindset to enhance processes, documentation, and merchant satisfaction.Main ResponsibilitiesCustomer Support & Case ManagementHandle customer inquiries via ticketing systems with professionalism, empathy, and technical accuracyClassify and prioritize issues based on urgency, business impact, and technical complexityEnsure every interaction reflects high-quality communication and adherence to service standards (SLAs, tone, and consistency)Document case details thoroughly, maintaining traceability and clarity for escalations or auditsTechnical Analysis & TroubleshootingPerform initial technical assessments of issues by reviewing logs, configurations, and merchant dataAnalyze logs and other system outputs to detect causes, errors, or inconsistenciesExecute basic configurations (e.g., Merchant ID setup, user access creation, and permission management) on supported platformsProvide first-level technical assistance to merchants - including platform navigation, account configuration, and general troubleshootingCollaborate with the Development team to reproduce, diagnose, and elevate complex issues efficientlyEscalation & CollaborationEscalate cases to technical teams (Development, Product, QA) following structured protocols and with complete contextParticipate in regular syncs with Product, QA, and Data teams to identify recurring problems and process improvementsProcess & Knowledge ImprovementIdentify recurring issues or process gaps and propose preventive or optimization actionsContribute to internal documentation, FAQs, and workflows to help improve efficiency and knowledge sharingSupport the onboarding and training of new CS members in technical aspects of tools and platformsCollaborate with cross?functional teams on initiatives that enhance the merchant experience and streamline operationsRequirementsEducation & ExperienceAt least 1 year of experience in Customer Service, Technical Support, or related roles in digital or SaaS environmentsProven experience working with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and handling asynchronous communication channels (email, web forms)Nice to have: Students currently pursuing careers in Data Analysis, Systems Engineering, or IT Systems are encouraged to apply (no degree required)Technical KnowledgeDeep understanding of APIs, web integrations, and JSON data structures. API development knowledge is a plusExperience in user access management, system permissions, and basic platform configurationFamiliarity with CRM systems, automation tools, and data visualization platforms (e.g., Looker, Power BI) is a plusRobust understanding of data engineering concepts, including databases, data pipelines, and data debuggingFamiliarity with n8n is a plusStrong proficiency in JavaScript (basic development level required); Python is a plusStrong expertise in prompt engineering and Generative AI (LLMs), including developer-level experience with Claude (Opus, Sonnet, Pro, Flash), Mistral, GPT-5, and LLaMAExperience with Cursor IDE AI is a plusSkillsStrong analytical and problem-solving abilities, with a keen attention to detail and a structured approach to troubleshootingExcellent written and verbal communication skills in English (advanced level); Spanish is a plus but not mandatoryProven ability to work autonomously while maintaining close collaboration with cross-functional teamsHighly empathetic and customer-oriented, with a genuine passion for supporting merchants and ensuring their successOrganized, accountable, and adaptable, able to manage multiple priorities effectively in a dynamic and fast?paced environmentBenefitsWHY JOIN USBe part of a team that bridges customer empathy with technical expertise, playing a vital role in ensuring merchant successWork in a collaborative, innovative environment that values continuous learning and shared knowledgeGain hands?on experience with cutting?edge systems, integrations, and automation tools that drive operational excellence#J-*****-Ljbffr

At least 1 year of experience in Customer Service, Technical Support, or related roles in digital or SaaS environments Proven experience working with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and handling asynchronous communication channels (email, web forms) Nice to have: Students currently pursuing careers in Data Analysis, Systems Engineering, or IT Systems are encouraged to apply (no degree required) Technical Knowledge Deep understanding of APIs, web integrations, and JSON data structures. API development knowledge is a plus Experience in user access management, system permissions, and basic platform configuration Familiarity with CRM systems, automation tools, and data visualization platforms (e.g., Looker, Power BI) is a plus Robust understanding of data engineering concepts, including databases, data pipelines, and data debugging Familiarity with n8n is a plus Strong proficiency in JavaScript (basic development level required); Python is a plus Strong expertise in prompt engineering and Generative AI (LLMs), including developer-level experience with Claude (Opus, Sonnet, Pro, Flash), Mistral, GPT-5, and LLaMA Experience with Cursor IDE AI is a plus Skills Strong analytical and problem-solving abilities, with a keen attention to detail and a structured approach to troubleshooting Excellent written and verbal communication skills in English (advanced level); Spanish is a plus but not mandatory Proven ability to work autonomously while maintaining close collaboration with cross-functional teams Highly empathetic and customer-oriented, with a genuine passion for supporting merchants and ensuring their success Organized, accountable, and adaptable, able to manage multiple priorities effectively in a dynamic and fast?paced environment, Be part of a team that bridges customer empathy with technical expertise, playing a vital role in ensuring merchant success Work in a collaborative, innovative environment that values continuous learning and shared knowledge Gain hands?on experience with cutting?edge systems, integrations, and automation tools that drive operational excellence