Technical Support Agent, Tier 2

Capacity

. Diagnose, reproduce, and resolve Tier 2 ticket escalations involving API integrations, Webhooks, SDKs, and platform configuration errors .

Posted 10/22/2026full-timeRemote • BrazilJuniorMid-Level💰 $35 - $45 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in diagnosing and resolving Tier 2 technical issues related to API integrations and platform configurations, while providing bilingual support in English, Spanish, and Portuguese. Proficient in using diagnostic tools and collaborating with engineering teams to enhance customer experience in B2B SaaS environments.

Highest-signal resume keywords

Fluency In English, Spanish, And PortugueseAPI Debugging And InspectionExperience With B2B SaaS Or AI/ML PlatformsProficiency With Log Monitoring ToolsDatabase Querying With SQL

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

API IntegrationDebuggingDatabase QueryingTechnical DocumentationTroubleshootingJSON/XML Payload InspectionAI/ML ConceptsWeb Architecture UnderstandingTicket ManagementTechnical Support

Soft Skills

Clear CommunicationCollaborationProblem-SolvingTechnical Support

Tools & Technologies

PostmanCURLDatadogSplunkCloudWatchZendeskJira Service DeskSalesforceBrowser Developer Tools

Industry Keywords

Tier 2 Technical SupportApplication SupportSolutions EngineeringB2B SaaSAI/ML Software

Tech Stack

Tools & technologies

SplunkSQL

About the role

Key responsibilities & impact

Diagnose, reproduce, and resolve Tier 2 ticket escalations involving API integrations, Webhooks, SDKs, and platform configuration errors
Inspect system logs, stack traces, database queries, and AI model inputs/outputs to identify root causes
Conduct written and verbal technical support, ticket management, and live troubleshooting calls in English, Spanish, and Portuguese
Collaborate with Tier 3 and Engineering teams on detailed bug reports with reproducible steps, environment details, and relevant log snippets
Author and update technical documentation, troubleshooting playbooks, and knowledge base articles for internal teams and external customers
Serve as an around-the-clock technical bridge for key enterprise clients in Latin America and Europe

Requirements

What you’ll need

Full professional/native fluency, written and spoken, in English, Spanish, and Portuguese (preferably Brazilian)
Ability to explain complex AI software concepts clearly in all three languages
Comfortable working in APAC regional time zones (AEST/SGT/JST), covering 8pm–4am in Brazil
2–4+ years in a Tier 2 Technical Support, Application Support, or Solutions Engineering role
Ideally experience within a B2B SaaS or AI/ML software platform
Hands-on experience debugging APIs, inspecting JSON/XML payloads, and using Postman or cURL
Proficiency with log monitoring and diagnostic tools such as Datadog, Splunk, CloudWatch, or browser developer tools
Basic understanding of web architecture including SSO/SAML, OAuth, Webhooks, and CORS
Database querying with SQL
Familiarity with AI/LLM concepts including tokens, prompt engineering basics, latency metrics, and API rate limits is a strong plus
Experience with modern help desk environments such as Zendesk, Jira Service Desk, Salesforce, or similar

Benefits

Comp & perks

Employer-paid health insurance for you and your eligible dependents
Profit Interest Units/incentive compensation
Unlimited vacation policy
401(k) with a company match
Short term disability insurance
Group life AD&D insurance
A supportive, diverse workplace where respect for each other and clients is prioritized
Fun and collaborative team culture
Opportunities for Capacity team members to serve and educate Create A Loop students