Technical Support Agent (Tier 2)

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Description

Why this job is exciting The role: We are seeking a highly experienced and motivated T2 Technical Support Agent to join our global support organization. Located in the APAC region (or working APAC business hours), you will be part of a growing team that serves as an around-the-clock technical bridge for key enterprise clients in Latin America and Europe.  You will handle complex technical escalations that extend beyond Tier 1 support, ranging from backend API troubleshooting and model behavior diagnostics to SSO/auth configurations and integration debugging. Because our global user base communicates in multiple core languages, native or professional fluency in English, Spanish, and Portuguese (preferably Brazilian) is required for this role . Responsibilities: Diagnose, reproduce, and resolve Tier 2 ticket escalations involving API integrations, Webhooks, SDKs, and platform configuration errors. Inspect system logs, stack traces, database queries, and AI model inputs/outputs (prompt/response payloads, latency issues, confidence thresholds) to pinpoint root causes. Conduct written and verbal technical support, ticket management, and live troubleshooting calls in English, Spanish, and Portuguese. Collaborate closely with Tier 3 / Engineering teams to submit detailed bug reports with reproducible steps, environment details, and relevant log snippets. Author and update technical documentation, troubleshooting playbooks, and knowledge base articles for internal t

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