L2 Technical Support Engineer | Remote

About 360Dialog

360Dialog 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 Role

• Provide second-level support to our customers using our internal tools and external platforms.
• Analyze, troubleshoot, and resolve advanced technical issues with our API and services.
• Collaborate with other support teams to triage and escalate issues as necessary.
• Document solutions and create knowledge base articles for internal reference.
• Communicate effectively with clients, ensuring transparency and satisfaction throughout the support process.
• Contribute to team efforts in achieving KPIs and SLAs.

Requirements

Background Check Notice

By 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 Profile

• 5+ years in technical support or related roles
• Seeking the next step in a tech support career

Hard Skills

• Strong understanding of web technologies and APIs, especially RESTful APIs
• Experience 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 tracking
• Bilingual in English and Spanish

Soft Skills

• Analytical and solution-oriented
• Able to manage multiple tasks in a fast-paced environment
• Detail-oriented with structured communication
• Willingness to work weekend shifts on a rotating schedule
• Strong customer communication skills, able to explain technical issues clearly

Bonus Skills

• Experience with WhatsApp Business API or Meta Graph API
• Knowledge of programming languages (e.g., JavaScript, Python)
• People management experience
• Additional language proficiency

Benefits

What 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 tech.
• Enjoy daily opportunities to learn, grow, and push the boundaries of what's possible.
• Work from anywhere in the world with full remote flexibility.
• Receive a competitive remuneration package that reflects your skills and experience.