Technical Support Specialist
Mexico City, MexicoFull-TimeMid-levelSupport / Customer Success
Key Responsibilities
- Own all escalations within your assigned team, troubleshooting complex product, integration, and system-level issues.
- Perform advanced diagnostics—including log analysis, API tracing, environment replication, and configuration deep dives—to determine root cause.
- Partner closely with engineering and product through well-structured escalation notes, ensuring precise handovers and efficient bug triage.
- Provide guidance and coaching within the team, supporting agents with knowledge, context, and coaching that strengthens effectiveness.
- Identify recurrent patterns in escalations and collaborate with team leads to drive improvements in tools, processes, and knowledge assets.
- Maintain accountability for metrics: speed of resolution, escalation quality, and contribution to overall customer satisfaction.
- Participate in structured workflows for major incidents, providing technical insight and helping restore service quickly.
- Contribute to internal playbooks to improve team's autonomy and reduce dependency on central teams.
Required Skills and Experience
- 2–4+ years of technical support or related experience in SaaS, platform, infrastructure, or high-complexity environments.
- Strong analytical and troubleshooting skills across application, network, and system layers.
- Ability to interpret logs, API responses, error traces, and configuration discrepancies.
- Experience working within structured support models or with cross-functional engineering teams.
- Excellent written and verbal communication skills, capable of translating technical findings into clear and actionable updates.
- High ownership mindset; comfortable managing multiple escalations while maintaining pod performance standards.
Nice to Have
- Familiarity with distributed systems, integrations, or workflow automation.
- Experience with SQL, scripting, or basic debugging.
- Exposure to support operations with large user populations and complex platform dependencies.
- Experience contributing to or improving internal knowledge systems.
