Provide technical support to our customers, delivering solutions with empathy and proactivity
Handle inquiries via ticketing system and, occasionally, by video call
Respond to customer questions and issues, managing multiple tickets simultaneously
Log, categorize, and prioritize tickets following defined SLAs
Perform tests on the platform to validate questions and issues
Escalate more complex problems to higher support levels when necessary
Analyze and debug code (with guidance for more complex cases)
Collaborate with multiple areas of the company such as Consulting, Engineering, and Customer Success
Track open issues with the Engineering team and update the customer on progress
Participate in team and company meetings and events, including online
Contribute to meeting individual KPIs and team goals
Understand and stay up to date with the latest features of our products
Develop technical content (solution documentation, FAQs, etc.)
Act as a partner to our customers, seeking to understand their needs and provide the best possible support

Clear and assertive communication (verbal and written)
Knowledge of API concepts and practices using RESTful design patterns
Ability to use tools and interpret input/output data to diagnose system behavior
Ability to prioritize and effectively escalate customer issues
Basic programming logic
Basic knowledge of relational and non-relational databases and writing simple queries
Familiarity with API functional testing tools (Postman, cURL, and SoapUI)
Degree completed or in progress in a technology-related field
Previous experience in technical support at N1 and/or N2
Knowledge of API documentation using the OpenAPI Specification (Swagger) and business flows
Familiarity with ticket and incident management tools (Zendesk, Jira, etc.)
Knowledge of scripting languages (e.g., JavaScript, Python)
Intermediate proficiency in English and/or Spanish

Junior Support Analyst

Key skills