Technical Support Expert 2

TL;DR

Technical Support Expert 2 (Email/SaaS): Provide technical support for Email platform users across phone, email, chat, and social media, resolving complex issues with an accent on REST APIs, email deliverability, and incident management. Focus on mentoring support team members, improving processes, contributing to knowledge base, and meeting SLAs under high workloads.

Location: Remote from Colombia. Occasional travel for team meetings may be required.

Company

Remote-first company building communications solutions for businesses and developers worldwide.

What you will do

• Handle customer inquiries via phone, email, chat, and social media for the Email platform.
• Resolve complex support issues, log interactions, and escalate to engineering as needed.
• Mentor junior support team members and contribute to the knowledge base.
• Manage ticket queues, meet SLAs and CSAT goals, and participate in on-call rotations.
• Identify process improvements and handle incident reporting.

Requirements

• 3-4 years in client-facing technical support for Email, Communications, SaaS, or similar
• Experience communicating technical issues to technical and non-technical audiences.
• Strong problem-solving, empathy, active listening, and prioritization under high workloads.
• Experience with Email REST APIs, deliverability, incident communication, and on-call.
• Familiarity with JIRA/Confluence, Snowflake, and command-line terminals.
• Self-motivated, accountable, detail-oriented quick learner.

Nice to have

• Reading/Debugging HTML, SQL, Snowflake & Splunk.
• Postman or other API clients, Zendesk.
• Experience with SFDC, QuickBooks, Zuora for billing roles.

Culture & Benefits

• Remote-first work with global inclusion and connection focus.
• Competitive pay, generous time off, parental and wellness leave, healthcare, retirement savings.
• Opportunities for volunteering, community impact, and career growth.
• Embody hirify.global Magic values: solve problems, take initiative, try new things.