Technical Support Expert (Tier 2), Americas/BRT

📋 Description

• Investigate, reproduce, troubleshoot, and resolve complex technical issues escalated by first-line
• Diagnose integration issues involving Translation Management Systems (TMS), such as Trados, memoQ
• Perform detailed root-cause analysis using logs, API requests, JSON payloads, and other technical
• Escalate unresolved issues to Research and Development (R&D) with clear reproduction steps
• Maintain effective communication with first-line support, Technical Account Managers, Customer
• Participate in technical customer calls when necessary, taking ownership of troubleshooting and

🎯 Requirements

• At least 3 years of experience in Tier 2 / second-line technical support or support engineering
• Proven experience independently investigating and resolving complex technical escalations
• Hands-on knowledge of HTTP and RESTful APIs, with experience using tools such as Postman, Insomnia
• Ability to read, interpret, and troubleshoot JSON payloads, API responses, and technical logs.
• Scripting experience, preferably with Python, including developing automation for repetitive tasks
• Ability to produce clear, structured bug reports and technical escalations that enable engineering

🎁 Benefits

• Competitive compensation.
• Fully remote working environment.
• Opportunity to collaborate with international teams and global enterprise customers.
• Exposure to advanced AI technologies, including enterprise AI agents, machine translation, and
• Opportunity to contribute directly to product development, technical improvements, and company
• A collaborative, multicultural environment built on flexibility, transparency, trust, and ownership.