Technical Support Agent, Tier 2

• 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 to identify root causes
• Conduct written and verbal technical support, ticket management, and live troubleshooting calls in English, Spanish, and Portuguese
• Collaborate with Tier 3 and Engineering teams on 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 teams and external customers
• Serve as an around-the-clock technical bridge for key enterprise clients in Latin America and Europe

• Full professional/native fluency, written and spoken, in English, Spanish, and Portuguese (preferably Brazilian)
• Ability to explain complex AI software concepts clearly in all three languages
• Comfortable working in APAC regional time zones (AEST/SGT/JST), covering 8pm–4am in Brazil
• 2–4+ years in a Tier 2 Technical Support, Application Support, or Solutions Engineering role
• Ideally experience within a B2B SaaS or AI/ML software platform
• Hands-on experience debugging APIs, inspecting JSON/XML payloads, and using Postman or cURL
• Proficiency with log monitoring and diagnostic tools such as Datadog, Splunk, CloudWatch, or browser developer tools
• Basic understanding of web architecture including SSO/SAML, OAuth, Webhooks, and CORS
• Database querying with SQL
• Familiarity with AI/LLM concepts including tokens, prompt engineering basics, latency metrics, and API rate limits is a strong plus
• Experience with modern help desk environments such as Zendesk, Jira Service Desk, Salesforce, or similar

• Employer-paid health insurance for you and your eligible dependents
• Profit Interest Units/incentive compensation
• Unlimited vacation policy
• 401(k) with a company match
• Short term disability insurance
• Group life AD&D insurance
• A supportive, diverse workplace where respect for each other and clients is prioritized
• Fun and collaborative team culture
• Opportunities for Capacity team members to serve and educate Create A Loop students