Customer Service, Technical Developer

Guadalajara - Mexico

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Customer Service Technical Developer

Remote Full-time Mon-Fri

Apply here: Overview

The Customer Service Technical Developer operates as a Tier 2 escalation function within Customer Support responsible for diagnosing reproducing and resolving complex technical issues across integrations and systems. This role works at the intersection of support product and engineering owning advanced troubleshooting root-cause analysis and cross-functional issue resolution.

You will act as a technical escalation point for Tier 1 support and post-sales teams ensuring customer-impacting issues are triaged quickly documented clearly and routed appropriately.

This position is ideal for highly technical detail-oriented individuals comfortable debugging APIs integrations and data pipelines in a fast-moving SaaS environment.

Key Responsibilities

Tier-2 Escalations

Triage and resolve complex technical issues escalated from Tier 1 and post-sales teams
Reproduce bugs isolate root causes and determine if issues are configuration data integration or platform-related
Provide clear interim updates and technical summaries for customer-facing teams

Debug Integrations and Data Flows

Investigate issues across integrations (e.g. CRM sync data pipelines email infrastructure browser extensions)
Validate API calls troubleshoot configurations webhook activity and data transformations
Partner with engineering to confirm expected vs. actual system behavior

Incident & Bug Management

Create structured bug reports with reproducible steps logs and impact assessment
Classify severity and coordinate resolution with engineering
Track issues through resolution and communicate status to stakeholders

Operational Tooling & Documentation

Build and maintain troubleshooting guides internal runbooks and knowledge base
Document known issues workarounds and diagnostic steps
Improve internal escalation workflows

Product Feedback Loop & Process Improvement

Identify recurring failure points or friction in systems
Translate patterns into actionable product insights
Partner with product and engineering on preventative improvements
Optimize support workflows tagging and escalation paths
Contribute to SLA adherence and resolution metrics

What Youll Need

Experience

3-5 years in technical support solutions engineering or operations in a SaaS environment
Experience troubleshooting APIs integrations or data pipelines
Strong debugging skills across logs system behavior and configuration layers
Experience writing technical documentation and internal runbooks
Familiarity with support platforms (Zendesk Intercom Pylon etc.)
Experience collaborating with engineering and product teams

Technical Skills

Analytical troubleshooting and root-cause analysis
Comfortable reading logs API responses and system data
Proficiency with spreadsheets and basic SQL
Understanding of SaaS architectures integrations and sync behavior
Ability to distinguish user error vs. system defect vs. configuration issue

Core Competencies

Clear technical written communication
Structured problem solving and documentation
Strong prioritization across multiple escalations
Ability to translate technical findings into customer-friendly explanations
Systems thinking and process improvement mindset

Apply here:

Job Title: Customer Service Technical DeveloperRemote Full-time Mon-FriApply here: OverviewThe Customer Service Technical Developer operates as a Tier 2 escalation function within Customer Support responsible for diagnosing reproducing and resolving complex technical issues across integrations and ...