L2 Technical Support Engineer | Remote

About 360Dialog360Dialog 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 RoleProvide second-level support to our customers using our internal tools and external platformsAnalyze, troubleshoot, and resolve advanced technical issues with our API and servicesCollaborate with other support teams to triage and escalate issues as necessaryDocument solutions and create knowledge base articles for internal referenceCommunicate effectively with clients, ensuring transparency and satisfaction throughout the support processContribute to team efforts in achieving KPIs and SLAsRequirementsBackground Check NoticeBy 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 Profile5+ years in technical support or related rolesSeeking the next step in a tech support careerHard SkillsStrong understanding of web technologies and APIs, especially RESTful APIsExperience 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 trackingBilingual in English and SpanishSoft SkillsAnalytical and solution-orientedAble to manage multiple tasks in a fast-paced environmentDetail-oriented with structured communicationWillingness to work weekend shifts on a rotating scheduleStrong customer communication skills, able to explain technical issues clearlyBonus SkillsExperience with WhatsApp Business API or Meta Graph APIKnowledge of programming languages (e.g., JavaScript, Python)People management experienceAdditional language proficiencyBenefitsWhat 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 techEnjoy daily opportunities to learn, grow, and push the boundaries of what's possibleWork from anywhere in the world with full remote flexibilityReceive a competitive remuneration package that reflects your skills and experience