Tier 3 Senior Technical Support Specialist (Remote LATAM)

About the role

The Tier 3 Senior Technical Support Specialist acts as the highest level of escalation, bridging Customer Support, Engineering, and Product teams. You will investigate complex technical issues, validate bugs, and build diagnostic tools to improve support efficiency.

Key responsibilities

• Own high‑severity escalations, perform root‑cause analysis using logs, metrics, API traces, and database queries.
• Validate customer‑reported bugs in non‑production environments and create detailed Jira tickets with reproducible steps, curl commands, and scripts.
• Maintain internal diagnostic routines, SQL script libraries, and monitoring dashboards to accelerate issue identification.
• Mentor Tier 1/2 support staff, author technical documentation, and deliver briefings on new feature architectures.

Required profile

• 4+ years of tier‑3 application support, technical support engineering, or software QA in a SaaS environment.
• Experience working closely with development teams in an Agile/Scrum setting.
• Strong analytical mindset with the ability to solve ambiguous technical puzzles.
• Bilingual communication skills to translate technical concepts for both customers and engineers.

Required skills

• SQL (complex queries, diagnostic scripting)
• RESTful API inspection (JSON/XML, Postman, cURL)
• Observability tools (DataDog, LogRocket, Sentry, Splunk or similar)
• Code familiarity with JavaScript/TypeScript, Node.js, C#/.NET, Python, Ruby
• Workflow tools: Jira, Confluence, Zendesk, Salesforce Service Cloud