OpsArmy

Technical Support Engineer

OpsArmy

full-time

Posted on:

Location Type: Remote

Location: Mexico

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About the role

  • Own Tier-2 Escalations
  • Triage and resolve complex technical issues escalated from Tier 1, AM, and PGS teams
  • Reproduce bugs, isolate root causes, and determine whether issues are configuration-, data-, integration-, or platform-related
  • Provide clear interim updates and technical summaries for customer-facing teams
  • Investigate issues across key integrations (CRM sync, enrichment pipelines, email infrastructure, browser extensions)
  • Validate API calls, troubleshoot CRM setups, webhook activity, and data transformations
  • Create structured bug reports with reproducible steps, logs, and impact assessments
  • Classify severity and coordinate with engineering on prioritization and resolution timelines
  • Track issues through resolution and communicate status to stakeholders
  • Build and maintain advanced troubleshooting guides and internal runbooks
  • Document known issues, workarounds, and diagnostic steps
  • Identify recurring failure points, friction, or reliability risks
  • Optimize support workflows, tagging, and escalation paths

Requirements

  • 3–5 years of experience in technical support, solutions engineering, or operations roles in a SaaS environment
  • Experience troubleshooting APIs, integrations, or data pipelines
  • Strong debugging skills across logs, system behavior, and configuration layers
  • Experience writing technical documentation and internal runbooks
  • Familiarity with support platforms (Zendesk, Intercom, Pylon, etc.)
  • Experience partnering closely with engineering and product teams
Benefits
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
API troubleshootingdebuggingtechnical documentationdata pipelinesintegration troubleshootingbug reportingroot cause analysisdata transformationconfiguration managementissue tracking
Soft Skills
communicationproblem-solvingcollaborationorganizationprioritizationattention to detailcustomer serviceanalytical thinkingadaptabilityworkflow optimization