Technical Support Expert, Tier 2

Job not on LinkedIn

🔥 2 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.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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Intento, Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

Consulting • Marketing • Artificial Intelligence

Intento, Inc. is a company specializing in machine translation and multilingual generative AI platforms for global businesses. They provide solutions that deliver immediate and personalized language experiences across various software systems, supporting over 650 languages. Intento offers services such as localization, customer and employee experience enhancements, and integrates with multiple enterprise applications like Confluence, Jira, Microsoft, and more. Their platforms aim to optimize language translation and content production for enterprise clients, saving costs significantly and enabling efficient multilingual communications.

📋 Description

• Investigate, reproduce, and resolve issues escalated from 1st-line support using the platform, test environments, and API tooling • Troubleshoot complex integration issues across TMS systems including Trados, memoQ, XTM, and Phrase, plus third-party MT/LLM providers • Contact vendor teams when the root cause is on their side • Escalate investigated issues to R&D with reproduction steps, logs, scope, and impact • Drive issues through resolution and keep 1st-line and customer-facing teams updated • Join customer technical calls when needed and own troubleshooting discussions • Notify stakeholders during incidents and help keep customers informed • Document scenarios, workarounds, and fixes in internal and external knowledge bases • Identify and improve inefficient workflows, alerting gaps, and tooling, including reusable scripts and automations • Occasionally cover the front-line queue • Participate in on-call coverage for high-severity issues outside standard hours

🎯 Requirements

• 3+ years in Tier-2 / 2nd-line technical support or support engineering at a B2B SaaS company, supporting external, paying customers • Track record of investigating and resolving escalated technical issues, including bug reproduction, log analysis, and root-cause analysis • Hands-on experience with HTTP and RESTful APIs and API tools such as Postman, Insomnia, or cURL • Comfortable reading JSON payloads and logs • Scripting skills, preferably Python, used to automate routine tasks or build investigation tools • Ability to write actionable bug reports and escalations • Fluent written and spoken English • Experience working remotely in a distributed, multicultural team • Preferred: background in localization or translation technology, including TMS configuration and continuous localization workflows • Preferred: experience with LLM- or MT-based products in production and using AI tools in day-to-day work • Preferred: SQL and HTML • Preferred: experience troubleshooting third-party integrations, connectors, or webhooks • Preferred: experience with incident communication, such as Status Page • Preferred: familiarity with Plain, Linear/Jira, Confluence, or comparable tools

🏖️ Benefits

• Fully remote work • Flexible, transparent, ownership-oriented work culture • Competitive compensation • Autonomy and responsibility in decision-making • Hands-on experience deploying AI agents into production for global enterprises • Opportunity to work on a challenging enterprise translation problem • Collaboration with a talented, multicultural, distributed team

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