Technical Support Expert, Tier 2

• Investigate, reproduce, and resolve issues escalated from 1st-line support using the platform, test environments, and API tooling
• Troubleshoot complex integration issues across TMS systems including Trados, memoQ, XTM, and Phrase, plus third-party MT/LLM providers
• Contact vendor teams when the root cause is on their side
• Escalate investigated issues to R&D with reproduction steps, logs, scope, and impact
• Drive issues through resolution and keep 1st-line and customer-facing teams updated
• Join customer technical calls when needed and own troubleshooting discussions
• Notify stakeholders during incidents and help keep customers informed
• Document scenarios, workarounds, and fixes in internal and external knowledge bases
• Identify and improve inefficient workflows, alerting gaps, and tooling, including reusable scripts and automations
• Occasionally cover the front-line queue
• Participate in on-call coverage for high-severity issues outside standard hours

• 3+ years in Tier-2 / 2nd-line technical support or support engineering at a B2B SaaS company, supporting external, paying customers
• Track record of investigating and resolving escalated technical issues, including bug reproduction, log analysis, and root-cause analysis
• Hands-on experience with HTTP and RESTful APIs and API tools such as Postman, Insomnia, or cURL
• Comfortable reading JSON payloads and logs
• Scripting skills, preferably Python, used to automate routine tasks or build investigation tools
• Ability to write actionable bug reports and escalations
• Fluent written and spoken English
• Experience working remotely in a distributed, multicultural team
• Preferred: background in localization or translation technology, including TMS configuration and continuous localization workflows
• Preferred: experience with LLM- or MT-based products in production and using AI tools in day-to-day work
• Preferred: SQL and HTML
• Preferred: experience troubleshooting third-party integrations, connectors, or webhooks
• Preferred: experience with incident communication, such as Status Page
• Preferred: familiarity with Plain, Linear/Jira, Confluence, or comparable tools

• Fully remote work
• Flexible, transparent, ownership-oriented work culture
• Competitive compensation
• Autonomy and responsibility in decision-making
• Hands-on experience deploying AI agents into production for global enterprises
• Opportunity to work on a challenging enterprise translation problem
• Collaboration with a talented, multicultural, distributed team