#1008 - Senior Technical Support Engineer

Job brief - This opportunity is only available for Latam Professionals.

We're looking for a Senior Technical Support Engineer to join a dedicated support team. In this role, you'll be the final escalation point for complex, high-visibility client issues, digging into things like SQL databases, REST/SOAP APIs, Linux environments, and enterprise integrations (Oracle/SAP). 

You'll also work closely with Product and Engineering, mentor Tier 2 analysts, and help shape support processes and documentation.

Responsabilities

• Serve as the final escalation point for highly complex, visible, and sensitive client technical issues, applying expert-level judgment and creative problem-solving to drive resolution.
• Provide advanced troubleshooting and support for data-driven applications, relational databases, networking protocols, APIs, Java, Linux, and related enterprise technologies.
• Act as a Customer Support liaison during pre- and post-implementation phases, ensuring technical readiness, continuity of support, and alignment with customer usage and requirements.
• Partner with internal product, engineering, and support teams to communicate customer needs, support emerging technology rollouts, and develop scalable support processes and standards.
• Provide work leadership, technical guidance, and mentorship to less senior support staff; receive and manage complex escalations from Tier 2 analysts.
• Create, edit, and maintain technical knowledge base articles and best practice documentation to support team capability and knowledge continuity.
• Maintain shared support environments, including virtual environments, databases, and shared instances; fulfill on-call support responsibilities on a rotational basis.

Requirements

• Bachelor's degree in Software Engineering, Information Technology, or a related field
• Advanced Level of English (B2/C1)
• 6+ years of relevant experience in technical support, application troubleshooting, or systems engineering in a customer-facing or enterprise environment.
• Sstrong SQL and relational database experience.
• Hands-on work with REST and SOAP API/web services.
• Demonstrated experience troubleshooting and supporting data-driven applications connected to relational databases, XML sources, and high-volume web services.
• Deep understanding of networking protocols and proven debugging skills across a broad range of technologies and programming languages.
• Hands-on experience with Linux/Unix, shell programming, FTP scripting, and related systems and scheduling tools.
• Proven ability to manage high-stakes customer escalations with composure, professionalism, and sound judgment under pressure.
• Strong analytical and creative problem-solving skills; ability to operate independently and consult management as needed

Preferred Qualifications

• Experience with SAP NetWeaver architecture, integration technology, ABAP web services, and SAP Mobility platforms.
• Experience developing or maintaining Big Data and Fast Data application environments.
• Familiarity with Data Governance, Data Security, and Data Operations practices.
• Experience with VM environments, NAS, mainframe systems, and job scheduling tools such as TWS or ECG.
• Prior experience supporting ERP tax integration solutions or enterprise software implementations.

What do we offer

• Competitive salary in USD.
• 100% Remote Work.
• Type of contract: Independent Contractor with Venon Solutions LLC.
• Contract duration: long-term
• Benefits: 2 weeks of PTO (paid time off).
• Holidays: from the North American calendar.
• Working hours: Full-time PST, fully committed.