Technical Support Engineer II
On-siteBuenos Aires, Buenos Aires F.D., Argentina
Buenos Aires, Buenos Aires F.D., ArgentinaOn-siteFull TimeFintech PlatformMedium
Full TimeMediumFintech Platform
Job Summary
Manage and own a customer's experience across the platform regarding unexpected behavior, triaging and prioritizing defects while collaborating with cross-functional partners. Perform deeper troubleshooting on escalated cases, coach TSE I on resolutions, and maintain queue health through continual communication. Write accurate JIRA tickets detailing issues, expected results, and reproduction steps, including technical details like API values and error logs. Create DBUs to track database work and introduce new ideas to drive solutions.
Required Qualifications
- 2+ years of experience in technical support engineering
- Familiarity with Postman
- Familiarity with Jira
- Familiarity with observability platforms
- Familiarity with APIs
- Familiarity with SQL
- Familiarity with Github
- Familiarity with Chat AI LLMs
- Enterprise customer service experience
- Excellent oral and written communication skills
- Thoughtful and knowledgeable
- Ability to listen, educate, and empower others
- A process-oriented approach to tasks with the ability to be resourceful when a process doesn't exist or the answer is unknown
- Demonstrated ability to own and drive performance metrics
- Adaptability and empathy to deliver top-notch experiences to our Enterprise clients, in a manner that is appropriate for each unique case
- A passion for driving community engagement
- Enthusiasm for innovation, change, and thinking big
- Comfort with a fast-paced office environment and tight deadlines
- Ability to identify trends, investigate anomalies, and present your findings as actionable solutions or processes
- Confidence to identify and escalate high impact issues proactively
- Meeting each request with an urgency to solve the customer need
- Critical thinking
- Attention to detail
Desired Qualifications
- Strong familiarity with, or interest in, the nonprofit community is a plus
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