Technical Support Engineer

Were quickly growing and super excited for you to join us!

About Topsort

At Topsort we believe in the mission of democratizing the secret technologies of the walled gardens and creating a privacy-first cookie-free world of clean advertising with modern tech friendly products and AI. We believe in making advertising intuitive intelligent and genuinely cool without any of the creepy ads or cookie-obsession (well maybe just the chocolate ones). In a rapidly changing industry were on a mission to democratize monetization access for all and ensure that advertising doesnt leave any brand or seller feeling confused or overwhelmed.

Today Topsort has 5 major hubs worldwide and employees in 13 countries including Menlo Park Boston Santiago Chile Sao Paulo Brazil Barcelona Spain and Sydney Australia. We are a truly global company that was born in the pandemic thats had rapid growth since out of a genius product a customer-first mentality and a hardworking team of talented individuals. Since our founding in 2021 weve gained customers in retail marketplaces and delivery apps in 40 countries and quickly approaching the #1 position in the industry.

Do you enjoy a fast-paced environment Do you like seeing your work create real-time impact being part of a rocket ship from the very beginning Lets do the unimaginable - lets make ads clean and cool again with AI and modern technology.

What its like to work at Topsort

Our team is a sports team hyper-focused on winning. We embrace straightforward communication work at a 100 mph pace and value extraordinary opinions. We operate in the open favor bold choices over endless meetings and believe that if it can be done today it should be. We are collaborative internally and competitive externallynever the other way around.

About the Role

We are looking for a Technical Support Engineer to join Topsorts Integrations team supporting our growing LATAM customer base. This is a junior-to-mid level role focused on being the first line of technical defense youll absorb incoming client tickets troubleshoot integration issues and ensure our customers get fast reliable and technically sound support.

This role sits within the integrations function but is oriented toward support depth over integration ownership. Youll work closely with senior Integrations Engineers and Customer Success to resolve issues quickly and escalate with context when needed. Youre the person who keeps the engine running smoothly day-to-day.

You Will

• Own the Support Queue: Be the primary point of contact for technical support tickets from clients triaging investigating and resolving integration-related issues in a timely and professional manner.
• Troubleshoot API & Integration Issues: Diagnose problems related to REST API usage authentication flows data formatting issues (JSON/XML) and webhook configurations.
• Collaborate with Integrations Engineers: Escalate complex issues with full context and documentation acting as the bridge between the client and the senior engineering team.
• Support Client Onboarding: Assist clients during the early stages of their integration answering questions reviewing implementation details and flagging potential issues before they become problems.
• Document & Build Knowledge: Create and maintain internal documentation troubleshooting guides and FAQs to help scale support efforts across the team.
• Monitor & Proactively Flag Issues: Keep an eye on client integration health flagging patterns or recurring issues that may signal a deeper product or implementation problem.
• Assist with RFPs & Questionnaires: Provide support in responding to technical questions during the sales cycle when needed.

What We Think You Need to Be Successful

Were open to not checking every box outlier candidates with the right mindset are always welcome!

• 1 years of experience in a technical support implementation support or junior integrations role.
• API Fundamentals: Working knowledge of RESTful APIs authentication methods (OAuth API keys) and data formats like JSON.
• Strong Communicator: Able to clearly explain technical issues to both technical and non-technical stakeholders in English and Spanish (Portuguese is a plus).
• Customer-First Mindset: You care about the client experience and take pride in resolving issues quickly and thoroughly.
• Detail-Oriented Problem Solver: You dig into the details reproduce issues and dont just close tickets you close them well.
• Comfortable with Ambiguity: You can navigate uncertain situations gather the right context and make reasonable decisions.
• Familiarity with CRM or support tools (e.g. Zendesk Intercom Jira) is a plus.
• Exposure to ad tech or marketplace platforms is a bonus but not required.
• Bachelors degree in Computer Science Engineering or related field preferred.

Why Topsort

Topsort is building the infrastructure for retail media the technology layer that powers advertising inside the worlds largest marketplaces and retailers. Were a fast-moving globally distributed team that values ownership curiosity and this role youll gain deep exposure to complex integrations enterprise clients and a product thats reshaping how commerce and advertising work together.

• Deep dive into details: Professionals who are not content with superficial answers and dive deeply into the details to uncover root causes and optimal solutions.
• Team first: A low need for individual recognition always prioritizing collective results over personal credit.
• You thrive with ambiguity: Exceptional ability to tackle open-ended problems in unstructured environments turning chaos into structured innovation.
• Adaptability: Willingness to learn mentor lead and follow as the situation demands fostering growth at all levels.
• Urgency: A disproportionate sense of urgency in execution while keeping scalability and the creation of replicable processes in mind to ensure long-term success.
• Curiosity: Genuinely curious individuals who can quickly learn difficult concepts and apply them effectively.

Do you sound like the right fit Lets dive right in!