GPC is currently seeking a Technical Support Level 2for a US-based client.
This position will be working from 8:00 am to 4:00 pm Colombia timeand applicable for Colombia-based candidates only.
Job Description
Key Responsibilities
- Respond to customer inquiries, providing timely and professional service through chat, online meetings, and screen sharing
- Troubleshoot complex technical issues related to the platform, integrations, and customer environments, independently and with engineering collaboration
- Guide customers through successful platform implementations, ensuring seamless integration with existing systems
- Analyze and resolve API-related issues, leveraging tools such as Postman to test and optimize integrations
- Document issues, resolutions, and best practices for both customers and internal teams
- Identify recurring patterns and recommend improvements to processes, tools, and support resources
- Maintain proficiency with cloud platforms, Windows and Mac environments, and relevant logging or monitoring tools
- Contribute to help center resources, internal documentation, and technical tutorials
Qualifications
- 6+ years in technical support, solutions engineering, or a related customer-facing technical role
- Strong knowledge of API integrations, debugging workflows, and Postman or similar tools
- Native-level Spanish skills with exceptional written and spoken English
- Technical troubleshooting skills in cloud and local environments
- Ability to translate technical documentation into customer-friendly explanations
- Strong problem-solving instincts, active listening skills, and empathy in customer interactions
- Experience supporting SaaS products in a B2B or enterprise environment
- Highly organized, proactive, and comfortable managing multiple priorities
- Experience contributing to documentation and process improvement initiatives
Preferred/Bonus Skills
- Experience with logging and monitoring tools
- Familiarity with agile product environments
- Previous experience in fast-paced SaaS or middleware companies
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