Technical Support Engineer – Junior
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Job Description
Technical Support Engineer assisting customers and debugging issues while gaining insights into the codebase. Providing customer-first support in a remote setup across Latin America.
Responsibilities:
- Handle a weekly volume of 50 tickets as the first line of defense
- Quickly resolve customer issues: browser caching, integration reconnections, trial extensions
- Use browser developer tools (Console/Network tab) to reproduce bugs and identify root causes
- Prioritize high-value trials and Enterprise clients for white-glove service
- Initiate calls to debug issues live or de-escalate frustration face-to-face
- Join sales calls with prospects as the technical expert (features onboarding, integrations workflows, …)
- Supervise AI-drafted responses (~60% of simple questions) and ensure customers feel heard
- Identify recurring issues and write documentation to prevent them
- Build and maintain our support knowledge base
- Document feature requests and context in Canny to help inform future development
- Share customer insights with product and engineering to improve the product
- Help improve our Intercom Fin CX score by suggesting updates to knowledge base articles that power automated responses
- Don't just report bugs, fix them. You'll have access to our codebase
- Open Pull Requests for small bugs, UI polish items
- Work with the Engineering team to review your code and improve your development skills
Requirements:
- Excellent written and verbal English
- Comfortable on video calls
- Experience with browser developer tools for debugging
- Fundamental understanding of JavaScript/TypeScript
- Comfortable reading code in a GitHub repo and identifying logic errors
Benefits:
- Remote-first: Work from anywhere in Latin America.
- Team retreats: At least once per year, plus meetups in Brussels for remote team members.
- Flexible working hours: As long as you can collaborate with your team effectively, get your work done, and display the right attitude, you control your own schedule.
- Holidays: 25 days off per year.
- Onboarding in Brussels: Your first week will be on-site for kickoff.
- Career evolution roadmap: We'll map your career goals from day one and check in regularly. This role is a launchpad to grow into engineering or senior support leadership.
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