Специалист технической поддержки (LATAM)

About the Role

We are expanding our technical support team and looking for an experienced Technical Support Specialist (L2/L3) to join our LATAM operations. This is a remote position for candidates located in LATAM region.

Location & Work Arrangement

• Location: LATAM Region
• Work Schedule: 8:00 AM - 5:00 PM (UTC-3)
• Work Format: Fully Remote

Compensation

• Base Salary: $2,200/month
• Performance Bonus: up to $300/month

Language Requirements

• Russian: Fluent
• English: C1 level (required)
• Spanish: C1 level (required)
• Portuguese: Nice to have

Responsibilities

• Provide support to end users and customer representatives regarding the platform's functionality and operation
• Configure, maintain, and support the platform based on incoming service requests and incidents
• Investigate incidents and user-reported issues, identify root causes, and propose solutions
• Analyze logs from mobile applications, backend services, and integration components
• Perform data analysis in relational databases to diagnose and resolve incidents
• Create clear and detailed bug reports and collaborate with development teams during issue escalation
• Configure and maintain integrations between the platform and customers' information systems
• Work closely with customer technical teams and support organizations to troubleshoot and resolve issues
• Ensure tickets and service requests are handled in accordance with SLA requirements and internal processes
• Participate in service monitoring activities and proactive incident prevention
• Prepare and maintain technical documentation, knowledge base articles, and operational instructions when required

Requirements

Must Have

• 2+ years of experience in technical support of enterprise or customer-facing IT systems
• Strong understanding of client-server application architecture, REST APIs, and system integrations
• Solid SQL skills and experience working with relational databases
• Understanding of application logging principles and hands-on experience analyzing logs
• Experience investigating complex incidents using multiple data sources, including logs, databases, system configurations, and external integrations
• Ability to clearly document issues, perform root cause analysis, and effectively escalate cases to higher support tiers or engineering teams
• Strong sense of ownership, independence, and results-oriented mindset

Nice to Have

• Experience working in a product-oriented software company
• Experience with NoSQL databases
• Scripting or programming skills in Python, JavaScript, or other languages
• Experience with monitoring and observability platforms such as Grafana, Kibana, ELK Stack, Loki, or similar tools
• Practical experience using LLM/AI tools for data analysis, SQL generation, and automation of routine operational tasks
• Understanding of distributed systems and microservice architectures
• Experience troubleshooting integration issues involving APIs, message queues, and file-based data exchanges
• Experience supporting Enterprise customers and managing business-critical incidents

Team Structure

You will be reporting to the Head of L2 and joining a distributed team with presence in the LATAM region and CIS countries.

Selection Process

1. Initial Interview with HR
2. Technical Interview with Head of L2
3. Final Decision made by Head of L2