Technical Support Agent – Level 2
Fullcast: The Intelligent Go-to-Market Platform
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇷 Costa Rica
Visit company websiteSalary
💰 $35,000 - $50,000 per year
Job Level
Mid-LevelSenior
Tech Stack
SOAP
About the role
- Take ownership of complex technical issues escalated by L1 Support Agents, ensuring timely resolution and professional communication.
- Diagnose intricate technical problems involving API integrations, data discrepancies, and Salesforce configurations.
- Work closely with Engineering, Product, and Customer Success teams to report bugs, advocate for feature requests, and solve recurring technical challenges.
- Assist L1 Agents by providing technical guidance, reviewing tickets, and helping them grow their troubleshooting skills.
- Create and maintain high-level technical documentation and internal knowledge base articles to assist the broader support team.
- Manage critical incidents and communicate status updates effectively to internal stakeholders and customers.
- Ensure escalated tickets adhere to established service level agreements (SLAs) for response and resolution times.
- Utilize SOQL and API tools to query data and investigate root causes of reported behavior.
Requirements
- 3+ years of experience in a technical support role, preferably in a SaaS environment.
- Strong proficiency with Salesforce ecosystem; ability to navigate complex configurations.
- Required knowledge of SOQL and REST/SOAP APIs for troubleshooting and data analysis.
- Proficiency in code-level debugging and log analysis to isolate complex system behaviors.
- Exceptional analytical skills with a proven ability to troubleshoot and resolve complex technical issues.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts to non-technical audiences.
- Ability to work independently, prioritize high-volume workloads, and function effectively in a remote team setting.
- Proficiency in using help desk software (e.g., Zendesk, Jira) and remote support tools.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SOQLREST APIsSOAP APIscode-level debugginglog analysistechnical documentationdata analysisAPI integrationsSalesforce configurationstroubleshooting
Soft skills
analytical skillswritten communicationverbal communicationproblem-solvingindependenceprioritizationteam collaborationcustomer communicationtechnical guidancementorship