Provide technical support to our customers, delivering solutions with empathy and proactivity
Handle support requests via ticketing system and, occasionally, via video call
Respond to customer questions and issues, managing multiple tickets simultaneously
Record, categorize, and prioritize tickets in accordance with defined SLAs
Perform platform tests to validate questions and issues
Escalate more complex issues to other support levels when necessary
Analyze and debug code
Collaborate with internal teams such as Consulting, Engineering, and Customer Success
Track open issues with the Engineering team and update customers on progress
Participate in team and company meetings and events
Contribute to achieving individual KPIs and team goals
Understand and stay up to date with the latest features of our products
Create technical content (solution documentation, FAQs, etc.)
Act as a partner to customers, aiming to understand their needs and provide the best possible support

Clear and assertive communication (verbal and written)
Knowledge of API concepts and practices using RESTful design patterns
Ability to use tools and interpret input/output data to diagnose system behavior
Ability to effectively prioritize and escalate customer issues
Basic programming logic
Basic knowledge of relational and non-relational databases and writing simple queries
Familiarity with API functional testing tools (Postman, cURL, SoapUI)
Degree completed or in progress in Technology or related fields
Previous experience in N1 and/or N2 technical support (plus)
Knowledge of API documentation using OpenAPI Specification (Swagger) (plus)
Familiarity with ticket and incident management tools (Zendesk, Jira, etc.) (plus)
Knowledge of scripting languages (e.g., JavaScript, Python) (plus)
Intermediate English and/or Spanish (plus)

Support Analyst – Junior

Key skills