Technical Support Agent (Tier 2)

Why this job is exciting

The role:

We are seeking a highly experienced and motivated T2 Technical Support Agent to join our global support organization. Located in the APAC region (or working APAC business hours), you will be part of a growing team that serves as an around-the-clock technical bridge for key enterprise clients in Latin America and Europe.

You will handle complex technical escalations that extend beyond Tier 1 support, ranging from backend API troubleshooting and model behavior diagnostics to SSO/auth configurations and integration debugging. Because our global user base communicates in multiple core languages, native or professional fluency in English, Spanish, and Portuguese (preferably Brazilian) is required for this role .

Responsibilities:

Diagnose, reproduce, and resolve Tier 2 ticket escalations involving API integrations, Webhooks, SDKs, and platform configuration errors.

Inspect system logs, stack traces, database queries, and AI model inputs/outputs (prompt/response payloads, latency issues, confidence thresholds) to pinpoint root causes.

Conduct written and verbal technical support, ticket management, and live troubleshooting calls in English, Spanish, and Portuguese.

Collaborate closely with Tier 3 / Engineering teams to submit detailed bug reports with reproducible steps, environment details, and relevant log snippets.

Author and update technical documentation, troubleshooting playbooks, and knowledge base articles for internal teams and external customers.

Requirements:

Full Professional / Native Fluency (written and spoken): English, Spanish, and Portuguese (preferably Brazilian). Must be capable of explaining complex AI software concepts clearly in all three languages.

Comfortable working in APAC regional time zones (AEST/SGT/JST), to cover 8pm-4am in Brazil.

2–4+ years in a Tier 2 Technical Support, Application Support, or Solutions Engineering role, ideally within a B2B SaaS or AI/ML software platform.

Hands-on experience debugging APIs, inspecting JSON/XML payloads, and using tools like Postman or cURL.

Proficiency with log monitoring and diagnostic tools (e.g., Datadog, Splunk, CloudWatch, or browser developer tools).

Basic understanding of web architecture (SSO/SAML, OAuth, Webhooks, CORS) and database querying (SQL).

Familiarity with AI/LLM concepts (tokens, prompt engineering basics, latency metrics, API rate limits) is a strong plus.

Experience working in modern help desk environments (Zendesk, Jira Service Desk, Salesforce, or similar) .

You are motivated by:

Hustle: You inspire others to work as hard as you. You will find a way, no matter how hard the task is.

Ownership: You have an owner/builder mentality. You care about what you deliver and own your mistakes.

Proactivity: You don’t wait for someone to tell you what to do or what problems to solve. You are always looking for ways to learn and improve.

Excellence: You set a high bar and surpass expectations.  You hit your goals and ask for more.

Humility: You are not above any task in the organization and are willing to drop what you’re doing to help a teammate.

What you can expect from us

The team:

Capacity team members enjoy the opportunity and benefits of working at an artificial intelligence startup, but with leaders who’ve worked at places like Apple, Ebay, Visa, Answers.com, Oracle, Boeing, and many more world-class companies. The culture at Capacity encourages innovation, independent problem solving, and collaboration as we continue to mature our product in the ever-changing world of AI.

We provide:

Employer-paid health insurance (for you and your eligible dependents)

Profit Interest Units/incentive compensation

Unlimited vacation policy

401(k) with a company match

Short term disability insurance

Group life AD&D insurance

A supportive, diverse workplace where we prioritize respect for each other and our clients

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