Technical Support Agent, Tier 2

Job not on LinkedIn

🔥 3 minutes ago

🇧🇷 Brazil – Remote

💵 $35 - $45 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Capacity

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

📦 Logistics

🛍️ eCommerce

🚗 Transport

Logistics • eCommerce • Transport

Capacity is a third-party logistics (3PL) and fulfillment company that provides nationwide U. S. and UK warehousing, order fulfillment, and value-added services for eCommerce, DTC, and retail brands. The company emphasizes smooth onboarding, integrated technology and data to power decisions, and tailored operations (including hazmat handling and retail/node selection) to protect brand experience and support growth. Capacity partners with consumer-facing brands across beauty, wellness, apparel, electronics, and CPG to deliver fast, cost-effective distribution and omnichannel fulfillment.

📋 Description

• Diagnose, reproduce, and resolve Tier 2 ticket escalations involving API integrations, Webhooks, SDKs, and platform configuration errors • Inspect system logs, stack traces, database queries, and AI model inputs/outputs to identify root causes • Conduct written and verbal technical support, ticket management, and live troubleshooting calls in English, Spanish, and Portuguese • Collaborate with Tier 3 and Engineering teams on detailed bug reports with reproducible steps, environment details, and relevant log snippets • Author and update technical documentation, troubleshooting playbooks, and knowledge base articles for internal teams and external customers • Serve as an around-the-clock technical bridge for key enterprise clients in Latin America and Europe

🎯 Requirements

• Full professional/native fluency, written and spoken, in English, Spanish, and Portuguese (preferably Brazilian) • Ability to explain complex AI software concepts clearly in all three languages • Comfortable working in APAC regional time zones (AEST/SGT/JST), covering 8pm–4am in Brazil • 2–4+ years in a Tier 2 Technical Support, Application Support, or Solutions Engineering role • Ideally experience within a B2B SaaS or AI/ML software platform • Hands-on experience debugging APIs, inspecting JSON/XML payloads, and using Postman or cURL • Proficiency with log monitoring and diagnostic tools such as Datadog, Splunk, CloudWatch, or browser developer tools • Basic understanding of web architecture including SSO/SAML, OAuth, Webhooks, and CORS • Database querying with SQL • Familiarity with AI/LLM concepts including tokens, prompt engineering basics, latency metrics, and API rate limits is a strong plus • Experience with modern help desk environments such as Zendesk, Jira Service Desk, Salesforce, or similar

🏖️ Benefits

• Employer-paid health insurance for you and your eligible dependents • Profit Interest Units/incentive compensation • Unlimited vacation policy • 401(k) with a company match • Short term disability insurance • Group life AD&D insurance • A supportive, diverse workplace where respect for each other and clients is prioritized • Fun and collaborative team culture • Opportunities for Capacity team members to serve and educate Create A Loop students