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Guatemala · Hybrid

Technical Support Engineer

Job Description

As a Technical Support Engineer, you'll become a part of an internal Support Operations team, working with some of the largest and most sophisticated online performance marketers globally. In addition, you’ll be a vital component in ensuring outstanding service to our Client's customers.

This role comes with great responsibility and requires a variety of skills: you’ll serve as a crucial link, translator and communicator between customers and their equally extraordinary product development team. Ideally, you love solving new problems and thrive in situations where there are several unknowns. Your heart beats for the customer and serves them with understanding and care. You will have the opportunity to work closely with the Engineering team that develops our Client's web application, Customer teams that serve our clients, and directly with end customers through our 24/7 in-app support chat. Your major responsibility will be making sure that the problems you address will not resurface.

Key responsibilities:

  • Ensure our Client is recognized globally for best-in-class customer service

  • Provide timely and effective support for all technical inquiries related to our Client's platform

  • Develop in-depth knowledge of Facebook’s Marketing API, including its structure, limitations, and integration patterns

  • Build and maintain a working knowledge of other major Marketing APIs (Snapchat, Google, TikTok, Pinterest)

  • Tackle complex technical challenges faced by the world’s largest online advertisers

  • Support product launches, including participation in Alpha and Beta programs and ensure feedback is surfaced to Product teams

  • Swiftly troubleshoot and resolve customer issues, including performance concerns and product bugs

  • Collaborate with colleagues globally at all levels across the organization to gather information and resolve issues effectively

  • Perform in-depth, technical investigations and analyses

  • Manage critical customer escalations with composure and urgency

  • Collaborate with and mentor less experienced teammates to diagnose and resolve moderately to highly complex customer issues

  • Reproduce, analyze, prioritize, and document bugs in the platform

  • Contribute to the improvement of internal and external documentation and promote customer education

  • Actively feed customer insights and pain points back to the product team to help shape product development

  • Take ownership of problems, work with minimal direction, and move quickly to identify root causes and implement effective solutions

  • Thrive in a flat organizational structure, working alongside a team of smart, kind, and driven peer

Requirements

  • 4-5 years of technical support experience in a customer-facing role, preferably with SAAS technology. Experience in ad tech, online marketing industry is highly desirable

  • Ability to conduct in-depth problem analysis, including replicating and documenting issues for escalation when necessary

  • Solid background in working with JSON and SQL, with proven expertise in identifying and resolving technical issues through log-based troubleshooting

  • Hands-on experience with databases, REST APIs, HTTP basics, and an understanding of web application architecture (MVC pattern) is highly preferred

  • Good to have - knowledge of modern web technologies is highly desirable. Our Client's tech stack includes Ruby on Rails, React, Cassandra, and PostgreSQL

  • Experience with Intercom, JIRA, Kibana, Grafana preferred

  • Fluent in spoken and written English, and strong communication skills

  • Confident, independent and self-driven

  • A genuine curiosity about online marketing, a willingness to push yourself to exceed your goals, and an ability to learn new things quickly

  • Passion for technology, very quick to learn new tools, and able to independently learn and investigate complex customer queries

* This position is hybrid

Locations
Guatemala
Remote status
Hybrid
Guatemala · Hybrid

Technical Support Engineer

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