GPC is currently seeking a Technical Support Level 2 for a US-based client. This position will be working from 8:00 am to 4:00 pm Colombia time and applicable for Colombia-based candidates only.

Job Description

The Level 2 Technical Support Engineer will serve as the primary technical contact for clients, managing complex troubleshooting, guiding platform implementations, and ensuring an exceptional customer experience for a fast-growing SaaS company. This role blends advanced technical skills with excellent customer service, supporting API integrations, backend systems, and cloud/local environments. Responsibilities include resolving escalated technical issues, debugging code in languages such as Python, SQL, JavaScript, Java, or Kotlin, and translating technical concepts into clear, customer-friendly guidance. The position requires collaboration with engineering teams, contributions to documentation, and proactive identification of process improvements. Candidates must have strong communication skills, the ability to work independently in a fast-paced environment, and a commitment to delivering high-quality solutions to enterprise clients.

Key Responsibilities:

• Respond to customer inquiries, providing timely and professional service through chat, online meetings, and screen sharing
• Troubleshoot complex technical issues related to the platform, integrations, and customer environments, independently and with engineering collaboration
• Debug customer code and configurations using Python, SQL, JavaScript, Java, or Kotlin
• Guide customers through successful platform implementations, ensuring seamless integration with existing systems
• Analyze and resolve API-related issues, leveraging tools such as Postman to test and optimize integrations
• Document issues, resolutions, and best practices for both customers and internal teams
• Identify recurring patterns and recommend improvements to processes, tools, and support resources
• Maintain proficiency with cloud platforms, Windows and Mac environments, and relevant logging or monitoring tools
• Contribute to help center resources, internal documentation, and technical tutorials

Qualifications:

• 6+ years in technical support, solutions engineering, or a related customer-facing technical role
• Proficiency in at least one programming language: Python, SQL, JavaScript, Java, or Kotlin
• Strong knowledge of API integrations, debugging workflows, and Postman or similar tools
• Native-level Spanish skills with exceptional written and spoken English
• Technical troubleshooting skills in cloud and local environments
• Ability to translate technical documentation into customer-friendly explanations
• Strong problem-solving instincts, active listening skills, and empathy in customer interactions
• Experience supporting SaaS products in a B2B or enterprise environment
• Highly organized, proactive, and comfortable managing multiple priorities
• Experience contributing to documentation and process improvement initiatives

Preferred/Bonus Skills:

• Portuguese language skills
• Experience with logging and monitoring tools
• Familiarity with agile product environments
• Previous experience in fast-paced SaaS or middleware companies