AI Summary
Scale Up Recruiting Partners seeks a fast-growing software & AI company to work with Product and Engineering teams to resolve complex technical issues. The ideal candidate will have hands-on experience troubleshooting using HAR files, browser developer tools, and SQL queries. The role is fully remote.
Key Highlights
Escalation point for Level 2/3 technical support across email, chat, and phone.
Troubleshoot complex issues with Product and Engineering teams.
Collaborate to resolve bugs and improve product stability.
Key Responsibilities
Act as the technical escalation point for Level 2/3 technical support.
Troubleshoot complex issues using HAR files, browser developer tools and console logs, SQL queries, and performance analysis.
Collaborate with Product and Engineering teams to resolve bugs, support feature requests, and improve product stability.
Own customer escalations end-to-end, ensuring clear, proactive, and professional communication.
Create, document, and maintain internal knowledge base articles and customer-facing technical documentation to improve support efficiency and scalability.
Technical Skills Required
Benefits & Perks
100% remote work
Long-term contractor role
Paid time off (PTO) plus Argentine national holidays
Company-provided laptop and equipment
High-impact role with direct exposure to Product and Engineering teams
Job Description
Senior Technical Support Engineer – Remote | Argentina
We’re looking for a Senior Technical Support Engineer to join a fast-growing software & AI company that helps organizations build intelligent, customer-focused support operations at scale.
In this role, you’ll act as the technical escalation point, working closely with Product and Engineering teams to resolve complex technical issues, improve internal processes, and elevate the overall customer experience.
What You’ll Do
- Act as the escalation point for Level 2/3 technical support across email, chat, and phone.
- Troubleshoot complex issues using HAR files, browser developer tools and console logs, SQL queries, and performance analysis.
- Investigate issues related to web applications, APIs, and system performance, identifying root causes and proposing solutions.
- Collaborate closely with Product and Engineering teams to resolve bugs, support feature requests, and improve product stability.
- Own customer escalations end-to-end, ensuring clear, proactive, and professional communication.
- Create, document, and maintain internal knowledge base articles and customer-facing technical documentation to improve support efficiency and scalability.
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- Must be based in Argentina.
- Advanced or native English, both written and spoken.
- 3+ years in senior / Level 3 technical support roles, ideally within SaaS or software environments.
- Proven hands-on experience troubleshooting using HAR files, browser developer tools / console logs, and SQL queries.
- Solid understanding of web technologies, APIs, and performance-related issues.
- Hands-on experience with JIRA Service Management and Atlassian tools.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication skills, with the ability to explain technical issues clearly to both technical and non-technical stakeholders.
- Full-time availability (40 hours/week), working 6:30 AM – 3:30 PM Buenos Aires time (includes a 1-hour lunch break).
- Ability to start within two weeks.
Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.
- Long-term contractor role with a stable, fast-growing global company.
- 100% remote work with an international, collaborative team.
- Paid time off (PTO) plus all Argentine national holidays.
- Company-provided laptop and equipment.
- High-impact role with direct exposure to Product and Engineering teams.
- Strong company values and real opportunities for technical and professional growth.
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