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Technical Support Engineer
Location
Mexico
Posted
132 days ago
Salary
0
Seniority
Senior
Job Description
Technical Support Engineer
OpsArmy
• Own Tier-2 Escalations • Triage and resolve complex technical issues escalated from Tier 1, AM, and PGS teams • Reproduce bugs, isolate root causes, and determine whether issues are configuration-, data-, integration-, or platform-related • Provide clear interim updates and technical summaries for customer-facing teams • Investigate issues across key integrations (CRM sync, enrichment pipelines, email infrastructure, browser extensions) • Validate API calls, troubleshoot CRM setups, webhook activity, and data transformations • Create structured bug reports with reproducible steps, logs, and impact assessments • Classify severity and coordinate with engineering on prioritization and resolution timelines • Track issues through resolution and communicate status to stakeholders • Build and maintain advanced troubleshooting guides and internal runbooks • Document known issues, workarounds, and diagnostic steps • Identify recurring failure points, friction, or reliability risks • Optimize support workflows, tagging, and escalation paths
Job Requirements
- 3–5 years of experience in technical support, solutions engineering, or operations roles in a SaaS environment
- Experience troubleshooting APIs, integrations, or data pipelines
- Strong debugging skills across logs, system behavior, and configuration layers
- Experience writing technical documentation and internal runbooks
- Familiarity with support platforms (Zendesk, Intercom, Pylon, etc.)
- Experience partnering closely with engineering and product teams
Benefits
- Flexible work arrangements
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