Service Support Specialist
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Job Description
Service Support Specialist troubleshooting complex SaaS API and ETL issues for Adverity’s marketing-data platform. Supporting customers during LATAM night-shift hours through case resolution, consultation, and knowledge management.
Responsibilities:
- Perform ticket audits and deliver hands-on support for complex API and ETL troubleshooting
- Share best practices and insights to help support agents continuously improve
- Own and resolve complex customer cases via email and video calls
- Investigate product usage, operational matters, and technical integrations to provide tailored solutions
- Act as a solution partner for clients and help maximise product adoption through best-practice guidance
- Identify recurring trends during the night shift
- Refine help documentation and validate AI-powered support tools
- Support customers during LATAM business hours (17:00–01:00 Local Time)
Requirements:
- Previous experience in a 2nd line B2B support role within a SaaS product company
- Consultative mindset with genuine empathy
- Outstanding written and verbal communication skills
- Strong proficiency in English required
- Experience with support ticketing systems such as Zendesk
- Excellent prioritisation and multitasking skills
- Ability to manage real-time workloads effectively
- Exposure to web technologies and related stacks (API, ETL, SQL) is nice to have
- Experience with ETL/data analytics platforms is nice to have
Benefits:
- Internal shares program (EDPP)
- Budget for job relevant training
- Sustainable merch for all employees
- Adverity Social Responsibility Days (+2 days paid off)
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