L2 Technical Support Engineer | Remote at 360dialog GmbH

, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

20 Jan, 26

Salary

0.0

Posted On

22 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Web Technologies, APIs, RESTful APIs, Helpdesk Software, Multi-Channel Support, Logging Tools, Monitoring Tools, Incident Management, Bilingual, Analytical Skills, Detail-Oriented, Customer Communication, Problem Solving, Programming Languages, People Management

Industry

Software Development

Description

About 360Dialog 360Dialog is at the forefront of performance-driven communication in the WhatsApp Business ecosystem. With over 40,000 clients worldwide, we empower businesses to leverage WhatsApp for scalable customer engagement and optimization through our powerful API solutions. As a Customer Support Level 2 Agent for LATAM, you will play a pivotal role in ensuring that our clients receive exceptional support and to troubleshoot more complex technical issues related to WhatsApp Business API and our products. Your deep understanding of technical requirements and problem-solving capabilities will be paramount in facilitating seamless communication between our clients and our support teams. Your Role Provide second-level support to our customers using our internal tools and external platforms. Analyze, troubleshoot, and resolve advanced technical issues with our API and services. Collaborate with other support teams to triage and escalate issues as necessary. Document solutions and create knowledge base articles for internal reference. Communicate effectively with clients, ensuring transparency and satisfaction throughout the support process. Contribute to team efforts in achieving KPIs and SLAs. Background Check Notice By submitting your application, you acknowledge and agree that 360Dialog may conduct a background check as part of the recruitment and selection process. This may include verification of your professional experience, educational background, and other relevant information necessary to assess your suitability for the role. Your Profile 5+ years in technical support or related roles Seeking the next step in a tech support career Hard Skills Strong understanding of web technologies and APIs, especially RESTful APIs Experience with helpdesk software (e.g., Intercom or similar) and multi-channel support (email, chat, tickets) Familiarity with logging and monitoring tools (eg: Grafana or similar) Hands-on incident management experience, including escalation and resolution tracking Bilingual in English and Spanish Soft Skills Analytical and solution-oriented Able to manage multiple tasks in a fast-paced environment Detail-oriented with structured communication Willingness to work weekend shifts on a rotating schedule Strong customer communication skills, able to explain technical issues clearly Bonus Skills Experience with WhatsApp Business API or Meta Graph API Knowledge of programming languages (e.g., JavaScript, Python) People management experience Additional language proficiency What we offer: Here’s an opportunity to shape a whole new industry in Performance Messaging Solutions. You’ll be joining a team of experienced entrepreneurs who run a bootstrapped global company. Join a dynamic, innovative team where you'll collaborate with some of the brightest minds in tech. Enjoy daily opportunities to learn, grow, and push the boundaries of what's possible. Work from anywhere in the world with full remote flexibility. Receive a competitive remuneration package that reflects your skills and experience.

Responsibilities

Provide second-level support to customers and troubleshoot advanced technical issues related to WhatsApp Business API and services. Collaborate with support teams to escalate issues and document solutions for internal reference.