← All roles

Technical Support Specialist

Welocalize· Welo Data – Community Experience
Apply on company site
Mexico City, Mexico, RemoteFull TimePosted 8mo ago

About the role

Operates as the technical backbone of support, diagnosing and resolving complex product issues, collaborating with engineering, and enhancing support processes.

Responsibilities

  • Own all escalations within your assigned team, troubleshooting complex product, integration, and system-level issues.
  • Perform advanced diagnostics—including log analysis, API tracing, environment replication, and configuration deep dives—to determine root cause.
  • Partner closely with engineering and product through well-structured escalation notes, ensuring precise handovers and efficient bug triage.
  • Provide guidance and coaching within the team, supporting agents with knowledge, context, and coaching that strengthens effectiveness.
  • Identify recurrent patterns in escalations and collaborate with team leads to drive improvements in tools, processes, and knowledge assets.
  • Maintain accountability for metrics: speed of resolution, escalation quality, and contribution to overall customer satisfaction.
  • Participate in structured workflows for major incidents, providing technical insight and helping restore service quickly.
  • Contribute to internal playbooks to improve team's autonomy and reduce dependency on central teams.

Qualifications

  • 2–4+ years of technical support or related experience in SaaS, platform, infrastructure, or high-complexity environments.
  • Strong analytical and troubleshooting skills across application, network, and system layers.
  • Ability to interpret logs, API responses, error traces, and configuration discrepancies.
  • Experience working within structured support models or with cross-functional engineering teams.
  • Excellent written and verbal communication skills, capable of translating technical findings into clear and actionable updates.
  • High ownership mindset; comfortable managing multiple escalations while maintaining pod performance standards.

Skills

Required:TroubleshootingLog Analysis and DiagnosticsCommunication
Last updated Apr 1, 2026. Interested? Apply on the company site.

About Welocalize

Bridging language & AI to power global success.

Bridging language & AI to power global success. Our expertise in localization & AI data ensures scalable solutions for businesses worldwide.

TranslationLocalizationAI Data TrainingMedical TranslationLegal TranslationMultilingual ContentAI Training Data
Company profileWebsite

More open roles at Welocalize