Technical Support Expert (Tier 2), Americas/BRT

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Expert (Tier 2), Americas/BRT based in Brazil.

We are looking for an experienced Technical Support Expert to join a second-line support team within a fast-growing, AI-driven B2B SaaS environment. In this role, you will investigate complex technical issues, troubleshoot enterprise integrations, and identify root causes across APIs, platforms, and third-party systems. You will act as a key technical resource for first-line support, Customer Success, Technical Account Management, Product, and Engineering teams. You will take ownership of escalated issues, ensuring they are thoroughly investigated, documented, and resolved efficiently. You will also contribute to improving support processes through automation, scripting, and knowledge sharing. This is an excellent opportunity to work with cutting-edge AI translation technologies in a fully remote, multicultural, and international environment.

Accountabilities

• Investigate, reproduce, troubleshoot, and resolve complex technical issues escalated by first-line support, using platform tools, test environments, and API utilities.

• Diagnose integration issues involving Translation Management Systems (TMS), such as Trados, memoQ, XTM, and Phrase, as well as third-party machine translation and Large Language Model (LLM) providers.

• Perform detailed root-cause analysis using logs, API requests, JSON payloads, and other technical evidence.

• Escalate unresolved issues to Research and Development (R&D) with clear reproduction steps, logs, technical context, and documented business impact, while following them through to resolution.

• Maintain effective communication with first-line support, Technical Account Managers, Customer Success Managers, Product, and Engineering teams, ensuring stakeholders receive timely updates.

• Participate in technical customer calls when necessary, taking ownership of troubleshooting and providing clear technical guidance.

• Support incident management by notifying relevant stakeholders and helping communicate updates to affected customers.

• Document technical scenarios, workarounds, and solutions in internal and external knowledge bases.

• Identify opportunities to improve workflows, monitoring, alerting, and support tooling by developing reusable scripts and automation.

• Provide occasional first-line support coverage and participate in on-call rotations for high-severity incidents outside standard working hours.

Requirements

• At least 3 years of experience in Tier 2 / second-line technical support or support engineering within a B2B SaaS company, supporting external paying customers.

• Proven experience independently investigating and resolving complex technical escalations, including bug reproduction, log analysis, and root-cause identification.

• Hands-on knowledge of HTTP and RESTful APIs, with experience using tools such as Postman, Insomnia, or cURL.

• Ability to read, interpret, and troubleshoot JSON payloads, API responses, and technical logs.

• Scripting experience, preferably with Python, including developing automation for repetitive tasks and technical investigation.

• Ability to produce clear, structured bug reports and technical escalations that enable engineering teams to take action independently.

• Fluent written and spoken English, with strong communication skills for collaborating with international stakeholders.

• Previous experience working remotely within distributed and multicultural teams.

• Strong analytical thinking, problem-solving abilities, attention to detail, and a proactive approach to technical challenges.

Preferred Qualifications

• Experience in localization or translation technology, including Translation Management System (TMS) configuration and continuous localization workflows.

• Experience supporting production products powered by Large Language Models (LLMs) or Machine Translation (MT).

• Familiarity with AI tools and their practical application in everyday workflows.

• Knowledge of SQL and HTML.

• Experience troubleshooting third-party integrations, connectors, and webhooks.

• Familiarity with incident communication platforms, such as Statuspage.

• Experience using support and project management tools such as Plain, Linear, Jira, Confluence, or equivalent platforms.

Benefits

• Competitive compensation.

• Fully remote working environment.

• Opportunity to collaborate with international teams and global enterprise customers.

• Exposure to advanced AI technologies, including enterprise AI agents, machine translation, and LLM-powered solutions.

• Opportunity to contribute directly to product development, technical improvements, and company growth.

• A collaborative, multicultural environment built on flexibility, transparency, trust, and ownership.

• Autonomy and responsibility, with opportunities to influence technical decisions and improve internal processes.

• Continuous learning and professional development through hands-on work with innovative technologies.

• Opportunity to work alongside experienced professionals across Software Engineering, Language Engineering, Product, and Operations.

How Jobgether works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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