Technical Support Engineer (L1/L2) - Remote

Overview

We are looking for an English-fluent Technical Support Engineer (L1/L2) based in Latin America, available to work remotely, with exceptional communication and relationship-building skills.

In Short

• 3+ years of experience as a Technical Support Engineer.
• Provide L1/L2 technical support during live events and tradeshows.
• Analyze and troubleshoot lead insight data discrepancies using PostgreSQL.
• Monitor product performance and respond to technical issues in real-time.
• Implement urgent product fixes and quick patches across the stack (React/FastAPI/Database).
• Collaborate with the development team to escalate and resolve complex issues.
• Document support cases and maintain knowledge base articles.
• Perform data analysis to identify trends and potential product improvements.
• Support customers across US timezones during peak event periods.

Requirements

• Experience with React (frontend) and FastAPI (backend).
• Experience with PostgreSQL (database) — including writing and optimizing queries for data analysis and troubleshooting.
• Hands-on experience with AWS services (Step Functions, Lambda).
• Proficient in Python.
• Ability to implement quick fixes and minor product changes under pressure during live events.
• Experience with L1/L2 technical support or customer-facing technical roles.
• Strong problem-solving skills and ability to work under pressure during live events.
• Excellent communication skills to explain technical issues to non-technical users.
• Availability to work flexible hours during event periods (including evenings/weekends as needed).

Benefits

• Competitive salary based on experience.
• Work remotely from anywhere in Latin America.
• Opportunity to work with a talented team.
• Flexible working hours.